Senior Operations Manager - Flutter Studios

Senior Operations Manager - Flutter Studios

The Senior Operations Manager role purpose is to lead the efforts to offer seamless experience of the platforms offered by Flutter Studios to its customers. The overarching priorities are high availability, stability, security and compliance of the products offered to Flutter brands. In this role, you’ll be a critical part of Flutter Studios Tech leadership team, responsible for ensuring efficient service delivery, cross-functional alignment, and continuous improvement across our customer-facing and technical operations. To achieve these goals, you’ll manage a team of Technical Account Managers (TAM) and one of Technical Compliance specialists while working with colleagues in Engineering, Security and Service Management teams to fulfil the operational duties.

This role is a great opportunity for a leader who thrives in a fast-paced, customer-focused environment and is passionate about driving exceptional customer experiences while developing a strong, motivated teams.

About Betfair Romania Development​:

Betfair Romania Development is the largest technology hub of Flutter Entertainment, with over 2,000 people powering the world’s leading sports betting and iGaming brands. Exciting, immersive and safe experiences are delivered to over 18 million customers worldwide, from our office in Cluj-Napoca. Driven by relentless innovation and commitment to excellence, we operate our own unbeatable portfolio of diverse proprietary brands such as FanDuel, PokerStars, SportsBet, Betfair, Paddy Power, or Sky Betting & Gaming,

Our Values:

The values we share at Betfair Romania Development define what makes us unique as a team. They empower us by giving meaning to our contributions, and they ensure that we consistently strive for excellence in everything we do. We are looking for passionate individuals who align with our values and are committed to making a difference.

Win together | Raise the bar | Got your back | Own it | Positive impact

About Flutter Studios:

Flutter Studios comprises three of Flutter’s in-house studios together with Product, Technology and Operations teams with the collective objective to create industry leading casino game content exclusively for Flutter casino brands worldwide.

Role Overview:

The Senior Operations Manager role purpose is to lead the efforts to offer seamless experience of the platforms offered by Flutter Studios to its customers. The overarching priorities are high availability, stability, security and compliance of the products offered to Flutter brands. In this role, you’ll be a critical part of Flutter Studios Tech leadership team, responsible for ensuring efficient service delivery, cross-functional alignment, and continuous improvement across our customer-facing and technical operations. To achieve these goals, you’ll manage a team of Technical Account Managers (TAM) and one of Technical Compliance specialists while working with colleagues in Engineering, Security and Service Management teams to fulfil the operational duties.

This role is a great opportunity for a leader who thrives in a fast-paced, customer-focused environment and is passionate about driving exceptional customer experiences while developing a strong, motivated teams.

Key Accountabilities & Responsibilities:

Team Leadership & Development

• Lead, provide mentorship, and support a team of Technical Account Managers directly, ensuring high performance, engagement, and professional growth

• Lead, provide mentorship, and support a team of Technical Compliance experts via a manager

• Help in establishing clear goals and performance metrics for the organisation, ensuring alignment with Flutter Studios objectives and customer satisfaction targets.

• Provide guidance to TAMs on handling complex customer interactions, technical challenges, and strategic initiatives.

• Foster a collaborative and customer-first culture within the team

Customer Experience & Satisfaction

• Drive a customer-centric culture, ensuring our brand partners receive top-class technical service

• Proactively implement initiatives to improve brand partner experience

• Act as an escalation point for high-impact issues, ensuring timely resolution and effective communication with brand partners

• Ensure consistent, high-quality service delivery, maintaining strong relationships with brand partners and internal teams

Operational Excellence & Collaboration

• Optimize and streamline support processes, ensuring efficient handling of technical issues and requests<