Operations Manager

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Entain Australia & New Zealand are fearlessly revolutionising the sports, racing and wagering industry. We are committed to delivering exceptional and unforgettable customer experiences, fueled by creativity, innovation, and a strong connection between our audience and industry.

Our Client Accounts department is dedicated to driving sustainable wagering and delivering exceptional customer experiences through effective account management. Focused on loyalty, the Client Accounts team builds strong connections between customers and products, using modern technologies and customer insights to identify, satisfy, and retain clients.

As our Operations Manager within the wider Client Accounts team, you will play a pivotal role in driving efficiency, consistency, and performance across the Client Accounts team. Responsible for optimising systems, processes, and reporting to support exceptional service and retention of high-value customers, you will collaborate with key teams to enhance tools, reduce friction, and enable seamless customer experiences.

The What and How...

Operational Strategy & Execution

- Support budget tracking and planning to ensure efficiency and cost control.
- Assist in development and support operational plans aligned with the Client Accounts strategy.
- Lead the rollout of processes, and workflows to drive efficiency.
- Work closely with team members and various departments to ensure timely and high-quality project execution.
- Lead operational projects including segmentation updates, system rollouts, incentive scheme deployments, and compliance enhancements.
- Deliver projects on time, within scope, and with stakeholder alignment.

Day-to-Day Team Administration & Support

- Act as a go-to contact for operational queries, ensuring frontline issues are resolved promptly.
- Manage and maintain shared resources such as templates, guidelines, trackers, and documentation.
- Coordinate team communications regarding process changes, product, compliance, campaigns, or systems.
- Assist in coordinating team monthly commission and incentive reporting.

Training, Onboarding & Team Development

- Coordinate training and onboarding for new team members, ensuring they are equipped with systems access, role clarity, and compliance awareness.
- Facilitate team building and coaching sessions to drive continuous improvement and performance.

Quality Control, Process Improvement & Reporting

- Facilitate Quality Control checks to ensure compliance with best practice standards.
- Assist in coordinating reports on team performance, service levels, customer satisfaction, and system efficacy.
- Own and refine procedures, policies, and compliance/risk frameworks across the team.
- Identify operational bottlenecks and implement solutions that support scalability and efficiency.

Stakeholder Collaboration & Promotion Delivery

- Liaise with internal teams including Partnerships and CRM to ensure smooth operational delivery and tracking of promotions.
- Act as the operational link between Client Accounts & Events and Support, Partnerships, Marketing, Product, Trading, Finance, Technology, Data and Analytics, Legal, and Compliance teams.

Skills and Experience

- Demonstrated experience in operations, project management, or team leadership within a customer-centric or regulated environment.
- Experience in wagering, gaming, or high-value customer management is highly desirable.
- Strong understanding of Microsoft Office, reporting tools (e.g., Power BI).
- Demonstrated ability to lead cross-functional projects from planning to execution.
- Excellent problem-solving, analytical, and communication skills.
- Ability to manage multiple priorities in a fast-paced, dynamic environment.

Where and how you can work...

We have offices expanding across multiple locations in Australia and New Zealand. This is a full-time role that would ideally be based in our Brisbane office.

We value a flexible work environment and while there will be opportunities to work remotely, this type of role is mostly based in the office or on location. You’ll need to thrive in a dynamic environment and be flexible across the working week, with ad-hoc weekend work also possible.

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion, or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide support for you to express your views and make a positive difference.

Due to the wagering aspect of our industry, applicants must be a minimum of 18 years to apply.

For more information, please reach out to us at careers@entaingroup.com.au or hit apply now.

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