Customer Operations Optimization Manager

Key Responsibilities

We are Tipico, a team of teams and the biggest sports-betting operator in Germany. Our goal is to amplify the emotions of millions of people experiencing sports every day. We are driven by our core values passion, progress and trust to secure the best possible product for our users.

Customer Operations is made of 4 teams; Customer Services team, AML & KYC team, Payments, Fraud & Responsible Gaming team and PSP team. The objectives of this department revolve around high-quality effective operations with the aim to give the best service to the Customer.

We are looking for a candidate who is very organized and has a strong knowledge of Customer Operations tools. The candidate needs to have good technical knowledge and previously worked directly with development departments. We are looking for someone who has good eye for detail and has the capability to identify technical improvements in order to optimize operations flows.

Your daily playground:

  • Assist all Customer Operations functions Managers to optimize their flows from a product optimization perspective to increase efficiency,
  • Identify improvements on both the product and operational tools,
  • Write Business Requirements with a clear scope and share it to all parties involved,
  • Liaise with all Product Owners and follow up changes to ensure they are being delivered in a timely manner,
  • Manage all technical bugs identify by the Customer Operations teams,
  • Assist with testing of released features requested by Customer Operations,
  • Manage the master RoadMap; organize, lead all grooming sessions and align prioritization with all Online Business Unit & Product Owners,
  • Manage dependencies across Customer Operations teams and Product Owners,
  • Manage all Projects together with the Managers and Head of Department,
  • Analyse all customer contact reason codes and map them to optimize the product,
  • Assist with building presentation material and any other ad hoc task,
  • Build a very strong relationship will all Product Owners, Project Managers and Customer Facing Departments.

Requirements

Which skills should you bring to the pitch:

  • A strong understanding of all Customer Operations processes,
  •  Strong Project Management background
  • 1-3 years of experience within a similar role and minimum 2 years of gaming experience working directly with online payments and systems
  • Previous experience in Customer Services will be considered an asset
  • Good understanding of automation
  • Creative individual with a very good eye for detail
  • Able to work under pressure and within a dynamic, multi-cultural environment
  • Very Organised, efficient and looking to succeed within a results-driven team
  • Strong analytical and problem-solving skills
  • Excellent social and communication skills
  • Proficiency in spoken and written English is a must

Additional Details

What we offer:

  • Agile and multicultural company with flat hierarchies
  • Self-organised, self-responsible and entrepreneurial employees
  • Competitive salary, Health and Dental Insurance, Performance Bonuses, Subsidised Parking, Sports incentives & Childcare
  • Opportunities to develop and grow
  • Relocation Assistance
  • Office sea-views, social events, healthy treats, kitchen on every floor

Location

Saint Julians, Malta
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