Playwell Optimisation Manager

3 weeks ago

Melbourne, Australia Sportsbet Full time

If you are passionate about Customer Experience and Process Optimisation, then we have the perfect opportunity for you This role will allow you to showcase your delivery and process improvement skills to ensure that Sportsbet has the most sustainable customer base for generations to come.
- Be part of one of the most innovative companies in Australia
- A place to be yourself and thrive
- Recognised as a Top 10 place to work for women (by Work180) & Top 25 companies for career development (by LinkedIn)

**About Us**
Sportsbet is a leading Australian e-commerce business in the online wagering sector, bringing excitement to over 2 million Aussies. We do this by living our values to create an innovative entertainment brand, trailblazing products and best-in-class platforms that deliver great experiences to our customers.

We have over 1,300 team members at Sportsbet but as part of the Flutter Group, we’re a true global player.

**Committed To Responsible Gambling**

Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools.

We’re proud to be the leaders in responsible gambling in our industry, not just locally, but globally.

**About The Role**

As a key member of Sportsbet’s Customer Sustainability Function reporting into the Head of Play Well & Safer Gambling Strategy, you will be responsible for Sportsbet’s Safer Gambling operations agenda, ensuring Sportsbet successfully operationalises its Safer Gambling program, setting the tone and leading the industry on consumer protection. You will be accountable for ensuring optimal customer experience, leveraging data and analytics capability to optimise processes and improve management of customers/risk, developing and introducing operational change to the team and leading on other activities such as independent QA of the operational team, facilitating risk forums and reporting on performance.

**Responsibilities Include**:

- Collaborating with the Head of Play Well & Safer Gambling Strategy Manager to develop and deliver a Safer Gambling strategy and roadmap for 2024/2025 that materially transforms how Sportsbet operationalises market leading consumer protection
- Provide independent QA of customer facing teams and work with Safer Gambling Team Manager and where appropriate SG specialists to uplift quality and customer experience
- Experience in understanding regulatory policy and the approach to its implementation
- Determine trends and drivers of issues, escalation and complaints to drive systematic improvement in outcomes
- Ensure compliance obligations associated with Safer Gambling are continuously met (as defined in various sources of regulation, legislation and codes of practice inc. collaborating with adjacent functions on requirements and assurance)
- Ability to proactively measure and analyse Safer Gambling operations including providing ongoing insights, intelligence and recommendations

**The Perks**

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, here’s some of our other perks:

- 25 days annual leave (that’s right, a whole extra week)
- Genuine flexible working policy with a $800 work from home office allowance
- Weekly concierge service including free massages, manicure/nail appointments - all onsite
- Daily fresh fruit, free breakfast, sparkling water and Kombucha on tap in the office (did we mention we have a bar fridge for Thursday night drinks?)
- Tailored career development programs
- Access to end of trip facilities with an onsite table tennis and pool table
- Discounted gym memberships, and loads of internal events
- Access to our Employee Assistance Program and a Circle In membership
- Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5.

**Our Focus on Diversity, Equity & Inclusion**

If you think you’d be a great fit but don’t necessarily meet everything in the job description, please still get in touch.

Read more about our contribution to Flutter’s global Positive Impact Plan.

**Need To Work Flexibly?**

We know flex means different things to different people, let us know how we can support you to be your best.

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