Associate Vice President, Customer Service Operations

As an Associate Vice President Operations (Customer Service), you will play an integral part in establishing our US & Americas operation.

Based in our new US Headquarters in Denver, you will help to develop the US operation in establishing a presence that truly represents one of the world’s leading betting and gaming brands.

You must be highly motivated and a strong networker, with a passion for delivering exceptional customer service, you will identify, implement and drive change to improve operational efficiency, effecting wider changes to our internal structures, products and services for the benefit of our customers.

This is an excellent opportunity to join a Business that is expected to expand significantly over the next five years.

Preferred skills

• Leader who can point to a track record of successfully improving processes and developing people.
• Self-starter who is able to identify and deliver required change where necessary.
• Ability to make sound, informed decisions under pressure.
• Ability to develop ideas into action, actions into outcomes and outcomes into results.
• Able to build and maintain strong working relationships.
• Exceptional research and communication skills, both written and verbal.
• Proactive, analytical and logical approach to problem solving.
• Awareness of commercial pressures and regulatory challenges.
• Strong attention to detail and thorough approach to work.
• Experience scaling and overseeing 24-hour customer support functions.

Responsibilities

• Delivering a set of operational KPI’s focused on customer service and the wider operation.
• Devising effective staff development initiatives at all levels, with a particular focus on developing the managers of the future, ensuring robust succession plans are in place.
• Developing effective and robust processes to review the quality of the service provided to customers, both internal and external.
• Establishing objectives for the operation.
• Maintaining an exceptional level of knowledge of the Company’s policies and procedures.
• Working with a range of stakeholders within the operation to improve internal processes and procedures.
• Proposing, developing and implementing change to drive the business forward.
• Managing significant issues affecting our products and services from an operational perspective.
• Ensuring effective workforce planning and management strategies to support the growth of the Business.

The starting salary for this position will be between $150,000 -$200,000 annually.

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