Head of Operations - Managed Services

EveryMatrix•Bucharest, MT

5d•Hybrid

About The Position

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide. But that's not all! We're not just about numbers, we're about people. With a team of over 1400 passionate individuals spread across twelve countries in Europe and Asia, we're all united by our love for innovation and teamwork. Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time. Role Overview: This role oversees the day-to-day execution across all Managed Services verticals. The primary focus is to manage daily operations, ensuring continuous client growth, satisfaction, and long-term success. You will manage a cross-functional team to deliver seamless CRM, Marketing, and Platform Operations.

Requirements

Proven experience working specifically within the iGaming B2B sector.
A minimum of 3 years of managerial experience leading teams.
Direct experience in CRM, Marketing, and Operations.
Experience in Customer Support and familiarity with leveraging AI capabilities within operational workflows.
Strong understanding of iGaming regulatory landscapes and compliance best practices.
Excellent communication and presentation skills for effective stakeholder and client management.
Strong analytical and problem-solving abilities, with a focus on data-driven decision-making and ROI.
Proven track record of optimizing workflows, scaling operations, and managing complex projects.
High adaptability and the ability to thrive in a fast-paced, dynamic environment while managing competing priorities.
Strong English communication skills

Responsibilities

Own the day-to-day workflow for client deliverables, ensuring high standards across "do-it-for-you" services, rapid deployments, and consultancy outcomes to drive client success.
Direct and mentor the core execution team, fostering a high-performance culture and ensuring seamless collaboration across all operational functions.
Manage operational budgets, resource allocation, and capacity planning to ensure the team can scale effectively alongside client growth.
Lead Quarterly Business Reviews and consistently report performance metrics, operational health, and growth opportunities to key clients and internal stakeholders.
Establish and monitor Service Level Agreements (SLAs) with internal technical teams and external vendors to maintain top-tier service delivery.
Drive specialized initiatives and collaborate with third-party providers to secure and implement new client features, such as AI-driven chat services or outsourced customer support solutions.
Ensure effective CRM strategy execution, bonus setup, and frontend banner/promo page management.
Develop comprehensive player lifecycle strategies, including advanced segmentation, retention campaigns, and VIP program management to maximize player lifetime value (LTV).
Implement data-driven churn prevention models and monitor key CRM performance indicators to continuously optimize campaign execution.
Oversee client support for marketing activities and affiliate strategy execution.
Supervise light integrations with third-party CRM systems.
Ensure compliance best practices are integrated and adhered to across all operational workflows and client deliverables.
Frequent travel on an as-needed basis for key client meetings, operational workshops, or industry events.

Benefits

Start with a competitive number of annual leave days, increasing as you grow with us.
Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
3 additional annual sick leave days beyond the legal requirement, with no medical certificate needed for these days.
Benefit from two Free Fridays each year, limited to one per quarter.
Access to an Employee Assistance Program through TELUS Health
Additional paid leave to support new parents, with options tailored for maternity and paternity.
Flexible remote work opportunities during the first months of parenthood.
Monthly lunch allowance.
Gym Membership.
Access to leading online learning platforms (such as LinkedIn Learning and Udemy for Business), plus an annual budget for external courses or certifications.
Our office perks include frequent team-building activities in various locations.