Operations Manager

As Operations Manager, you will play a key leadership role in ensuring the seamless functioning of live dealer studio operations in a high-growth 24/7 environment. You will oversee the Service Management Department, align cross functional teams, and drive KPIs that ensure exceptional quality, service, and staff performance. This role is ideal for a hands on people focused leader with strong operational acumen and experience in fast paced environments.

Key Responsibilities

• Lead day to day operations across multiple shifts in a 24/7 live studio environment ensuring smooth handovers and consistent delivery of service
• Manage and monitor performance metrics ensuring KPIs and OKRs are met or exceeded
• Identify process improvements implement operational best practices and drive standardization across all operational units
• Supervise and support direct reports including Managers and Specialists by setting clear goals providing regular feedback and guiding their professional development
• Address performance issues proactively and create action plans to help underperforming staff improve.
• Coordinate closely with Floor Management, Service, Training ,QA , Tech, CS and other departments to ensure operational alignment and high service quality
• Support hiring onboarding and the professional development of operational staff in collaboration with HR and Academy
• Oversee operational documentation including procedures manuals and internal policies ensuring compliance with company standards and global regulatory requirements
• Lead or contribute to studio wide projects tracking timelines deliverables and team coordination
• Contribute to the development and execution of the studio’s long-term strategy and vision, aligning operations with the company's growth plans.
• Manage shift scheduling headcount forecasting and real time adjustments to ensure optimal staffing
• Monitor and manage operational budgets identifying cost-saving opportunities and forecasting resource needs
• Respond to operational disruptions or incidents with effective crisis management ensuring business continuity and minimizing service impact
• Lead and manage organizational change processes, ensuring that operational transitions (new software, new studio locations, policy changes, etc.) are smooth and that staff is properly prepared.
• Use data analytics to track operational trends and make informed decisions that will improve efficiency, reduce downtime, and optimize resource allocation.
• Regularly report on the effectiveness of operational changes and improvements using data and key metrics.
• Coordinate with Compliance Security and Risk teams to support fraud prevention integrity monitoring and internal investigations
• Ensure a safe and compliant work environment for all staff, including overseeing safety protocols, emergency procedures, and maintaining compliance with local regulations.
• Develop crisis communication plans, especially in cases of operational failures, incidents, or outages, ensuring that both internal and external stakeholders are informed and managed effectively.

Skills And Experience

• Minimum 2 plus years in a senior operational management role such as Senior Manager Head of Department or Senior Team Manager. Candidates without this experience will not be considered
• Proven experience managing operations in a large team setting with 500+ or more employees ideally with high volumes of entry level staff
• Experience in Live Dealer or online gaming operations is strongly preferred
• Familiarity with industry specific regulations, such as licensing and compliance standards within the live gaming and iGaming industries.
• Strong leadership mentoring and coaching skills with a confident hands-on approach to team management
• Excellent time management and organizational skills able to meet tight deadlines and prioritize effectively
• High level of English proficiency spoken and written with excellent communication and reporting skills
• Familiarity with live studio performance KPIs operational dashboards and incident tracking
• Analytical and reporting skills
• Project management
• Solid understanding of financial and budgetary oversight
• Strong proficiency in Microsoft Office especially Excel and familiarity with tools such as JIRA and Confluence is a plus
• Knowledge of physical studio security standards and IT infrastructure in a 24/7 environment is advantageous
• Experience working in fast scaling or restructuring environments is a significant plus
• Demonstrated success in implementing operational change optimizing workflows and driving quality improvements
• Strong focus on delivering high-quality customer service, ensuring that the operational side of the studio meets or exceeds customer expectations.
• Other duties and responsibilities will be assigned as required for the role.

This is a dynamic high impact role in a rapidly expanding Live Dealer environment. The ideal candidate brings both strategic oversight and operational execution combined with the resilience and flexibility required to thrive in a fast paced performance driven studio.

This is a full-time position with one of the best companies in Tbilisi.

If you appreciate dynamic development and enjoy collaborating with enthusiastic and capable individuals, you'll find fulfilment in your career with us!