Head of Customer Operations (iGaming)

TL;DR

Head of Customer Operations (iGaming): Leading Player Risk, High-Value Customer Engagement, and Customer Service teams for the NL and BE markets with an accent on regulatory compliance, operational efficiency, and sustainable player outcomes. Focus on overseeing day-to-day service delivery, ensuring adherence to RG and AML standards, and managing high-performance teams in a regulated environment.

Location: Hybrid (Malta)

Company

hirify.global is one of Europe’s leading betting and gaming operators with a portfolio of iconic brands and over 5,000 employees across fifteen regulated markets.

What you will do

• Lead and synchronize the Player Risk, HNW Engagement, and Customer Service teams to ensure high-quality, compliant service delivery.
• Manage operational KPIs, SLAs, and contact quality standards across the Netherlands and Belgium markets.
• Ensure strict operational adherence to Responsible Gaming (RG), AML, and market-specific regulatory requirements.
• Collaborate with Governance, Compliance, and Legal teams to maintain audit readiness and provide operational insights.
• Oversee personalized engagement strategies for High-Net-Worth (HNW) customers, balancing commercial value with sustainability.
• Lead and coach team managers, defining clear performance metrics and professional development goals.

Requirements

• Extensive operational management experience within a regulated environment.
• Strong expertise in operational delivery frameworks, including SLAs and escalation procedures.
• Working knowledge of RG, AML, and other regulatory principles.
• Proven experience managing high-performance teams and handling HNW customers with integrity.
• Fluent English proficiency is required; additional languages for target markets are a plus.
• Must be based in or able to work in a hybrid setup in Malta.

Culture & Benefits

• Hybrid work model that encourages self-organization and flexibility.
• A culture that values the individual, viewing a career as a marathon rather than a sprint.
• Collaborative and accountable environment focused on operational excellence and continuous learning.