Head of Operations (iGaming, B2B)

We are looking for an experienced Head of Operations to develop and structure operational processes for the company’s new B2B division. Currently, all solution modules function in a B2C environment, and your role will be to adapt them for B2B clients, establish service workflows, and ensure smooth operations.

Key Responsibilities:

•Develop an operational framework for B2B client interactions (onboarding, integration, ongoing support).

•Optimize and adapt internal processes to support the B2B business model.

•Set up and manage a B2B customer support function, defining SLAs, KPIs, and escalation procedures.

•Create and maintain documentation for partners (technical, operational, and business processes).

•Work closely with product and technical teams to ensure platform stability and reliability.

•Implement monitoring systems for the B2B platform and manage incident response workflows.

•Collaborate with legal and compliance teams to integrate licensing, contracts, and regulatory requirements.

•Hire and lead the operations team (support, risk, and account management) as the business scales.

Requirements:

•5+ years of experience in operations management within iGaming / Fintech / SaaS (B2B iGaming experience is a strong advantage).

•Proven experience in launching and managing B2B operations, including customer support and technical service management.

•Strong understanding of integration processes, SLAs, APIs, and platform operations.

•Experience in incident management and cross-functional collaboration.

•English: Upper Intermediate or higher.

Nice to Have:

•Experience with regulated markets (licensing, compliance, AML).

•Experience in process automation and implementation of operational tools (CRM, ITSM).

•Track record of scaling operations in a fast-growing environment.