JOI Gaming, a leader in the Dutch online casino industry, is seeking a dynamic and experienced Head of Operations to drive our operational excellence. In this role, you will lead our operational strategies, ensuring compliance with the Dutch regulatory framework while enhancing efficiency and player satisfaction. This is a unique opportunity to shape the future of our business and deliver world-class online gaming experiences in a competitive market.

Key Responsibilities

Oversee and align daily operations across Customer Support, Risk & Fraud Prevention, and Responsible Gaming teams to ensure efficiency, compliance, and performance
Lead cross-functional teams to optimize workflows, improve performance, and achieve KPIs through structured processes and automation where possible
Ensure thorough documentation of all operational processes and procedures, maintaining accuracy, consistency, and accessibility
Identify automation opportunities to streamline processes, reduce manual effort, and drive operational efficiency
Ensure adherence to Dutch regulations, including Kansspelautoriteit (KSA) standards, AML requirements, and responsible gaming practices while driving operational excellence
Collaborate with marketing and product teams to deliver exceptional player experiences and ensure operational readiness for new initiatives
Manage vendor relationships and negotiate contracts to support operational goals and maintain service quality
Use data-driven insights to monitor performance, identify inefficiencies, and implement solutions that drive continuous improvement
Foster a culture of collaboration, compliance, innovation, and continuous learningwhile maintaining strong relationships with regulators and external stakeholders

Requirements

5+ years of experience in iGaming operations, with a proven track record in senior roles driving alignment and collaboration across cross-functional teams
Prefered In-depth understanding of Dutch regulatory requirements, including Kansspelautoriteit (KSA) compliance, AML, and responsible gaming practices
Strong leadership and people management skills, with experience in building and leading high-performing teams
Proficiency in documenting operational processes and ensuring documentation is consistently updated and standardized
Experience identifying and implementing automation solutions to optimize workflows and improve efficiency
Analytical mindset with demonstrated ability to use data to drive decision-making and operational improvements
Familiarity with customer support platforms, fraud detection systems, player protection frameworks, and tools that support automation
Proven ability to collaborate with multiple operational departments (Customer Support, Risk & Fraud Prevention, Responsible Gaming) to drive alignment and achieve company goals
Fluency in English (Dutch language skills are a plus)

Benefits

Pension (5%) of your annual gross salary
€1,000 Employee Benefits Package to be used on Gym, Flights, Health Insurance etc.
Friday Drinks & Lunch at the Office with the team
Hybrid Work, Employees can work from home twice a week
Remote Work, Employees can work remotely for a total of 1 month a year
Birthday Leave, Employees get an extra day off on us!
Free Parking in Sliema next to office (If you own a car)

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Head of Operations

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