Vip Operations Manager

**What's in it for you?**

Are you ready to play a pivotal role in shaping the future of VIP Operations at a groundbreaking crypto casino platform? We're seeking a VIP Operations Manager with the vision, expertise, and passion to lead and drive excellence in an industry-first role This is one of the most critical positions we've recruited for—designed to streamline operations, elevate our VIP player experience, and lighten the load for our core team. You'll oversee four core areas: Quality Assurance (QA), Learning & Development, Administration & Reporting, and Leadership & Growth. This is a unique opportunity to shape the way we support our top-tier players and lead our team toward excellence. Join a growing workforce of over 400 employees and help Easygo continue as one of Australia's fastest-growing organisations.

**Your role with us**:
You will join as our first VIP Operations Manager, responsible for managing and enhancing the operations within the VIP department, with a focus on quality assurance, learning and development, and administrative efficiency. The role is designed to ensure that the VIP team delivers exceptional service to high-value customers while maintaining operational excellence. This position plays a key role in driving continuous improvement through the refinement of KPIs and internal processes, ensuring the team aligns with business objectives. You will ensure that our communications with customers pass our Quality Assurance tests by monitoring communications and identifying gaps within the process. You will also act as a Learning Manager and help supervisors enable their team from a Learning & Development perspective. Finally, we are looking for strong Leadership experience and skills, as you will grow into a role that will manage a small team.

**Who are we?**

Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies. Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 300+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.

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**What you will do**:

- Oversee the Quality Assurance Manager to maintain and improve the quality and consistency of VIP services.
- Ensure regular evaluations and audits are conducted, driving accountability and adherence to service standards.
- Oversee the Learning Manager in developing and executing effective training programs for the VIP team.
- Foster a culture of continuous improvement and skills development within the team to stay ahead of industry trends.
- Oversee the Admin Manager in ensuring the smooth handling of team administrative tasks, such as reporting, scheduling, and compliance.
- Ensure that administrative processes support operational efficiency and team performance.
- Review and provide actionable feedback on current KPIs and internal processes, ensuring they are aligned with company goals.
- Collaborate with team members to improve performance against these metrics.
- Design and implement new KPIs that accurately reflect team and individual performance, driving accountability and progress.
- Innovate and optimize internal processes to enhance the team's productivity, customer experience, and operational effectiveness.
- Collaborate with the Head of VIPs to identify gaps and inconsistencies within the operational processes of the VIP team.
- Analyze existing workflows and systems to pinpoint areas for improvement.
- Work closely with the Head of VIPs to devise and implement strategies aimed at closing operational gaps and improving overall team performance.
- Ensure strategies align with business objectives and lead to more efficient and effective service delivery.

***What you will bring**:

- 3-5 years of experience in operations management, preferably in the i-gaming/gambling industry.
- Strong leadership experience, with the ability to oversee multiple managers and functions.
- Demonstrated success in developing KPIs and optimizing internal processes.
- Excellent problem-solving and analytical skills, with a focus on improving team performance.
- Strong collaboration and communication skills, especially in working with cross-functional teams.
- In-depth understanding of the i-gaming/gambling industry and VIP client management.
- Extensive experience within the gaming and/or wagering industry

**Bonus points if you also have**:

- Cryptocurrency knowledge would be advantageous.
- Proficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Jira & Intercom.
- Experience in working with VIP or high-value customers in the i-gaming/gambling industry.
- Proven track record in quality assurance, learning and development, o