Senior Player Operations Manager

About Patrianna
Patrianna is a fast-scaling product development company headquartered in Gibraltar, with a dynamic, global team powering our growth. We operate at the intersection of technology and entertainment, building innovative solutions that shape the future of social gaming and deliver outstanding experiences to millions of players worldwide.We're driven by speed, ambition, and bold ideas. At our core, we're product creators and problem-solvers who thrive in a high-performance environment. We're looking for exceptional talent—smart, adaptable, and motivated individuals eager to make an impact, scale business functions at pace, and continuously improve.

The role

The Senior Player Operations Manager is responsible for shaping and driving the vision of all Player Operations areas. This role proactively participates in the creation, implementation, and optimisation of the roadmap planning for the Player Operations Department. This role will be focused on reviewing, questioning, and optimising new and existing KPIs and their implementation, making sure that the teams are moving in the right direction.

What you'll do:

Strategic Drive and Vision

Accountable for defining, optimising, and driving the strategy and vision for all Player Operations areas, including Customer Verification, Risk Assessment, and Payments Management, providing insights and recommendations on player experience, operational efficiency, and organisational priorities based on business goals and partner requirements for the teams.

KPI Review & Performance Improvement

Develop and refine KPIs that effectively measure the performance and impact of Player Operations. This includes continuous monitoring and evaluation of performance data, proposing insights on new KPIs, or ensuring that existing ones are adjusted to maintain relevance and effectiveness across all teams.

Team Coordination

Own the end-to-end smooth operation of Player Operations teams across all partners. Oversee the correct implementation of all Player Operations processes, ensuring scalability, efficiency, and quality, and eliminating any operational bottlenecks or inefficiencies. Share recommend improvements to Player Operations processes across Patrianna partners.

Cross-Department Collaboration

Collaborate with other cross-functional departments within Patrianna to drive the creation, implementation, and optimisation of the Player Operations roadmap, ensuring clear alignment between strategic objectives, operational priorities, and resource allocation, as well as proactively addressing risks or deviations from the plan.

Reporting & Data Analysis

Create, analyse, optimise, and manage comprehensive reports for the Player Operations teams. Collaborate with the BI team to ensure data accuracy and meaningful interpretation of the insights. Utilise data insights to inform strategic decisions and operational enhancements throughout Patrianna’s Risk Management and Payment Operations ecosystem.

Industry Knowledge & Guidance

Lead the Player Operations department in maintaining the highest standards of operational integrity and player trust. Maintain up-to-date knowledge of social gaming industry trends and regulations to ensure compliance and competitive advantage.

AMOE Process Oversight

Oversee all AMOE (Alternative Method of Entry) activities across Patrianna partners, ensuring the AMOE crediting process is conducted accurately, timely, and aligns with business requirements.