Product Engineering Lead, Customer Operations

TL;DR

Product Engineering Lead, Customer Operations: Lead delivery of customer and agent-facing product solutions across customer support, responsible gaming, player sustainability, and account management with an accent on people management, technical compliance, and translating business objectives into actionable engineering outcomes. Focus on building and scaling a product function, driving continuous improvement using AI and automation, and ensuring stability, quality, and minimising technical debt across a multi-product portfolio.

Location: Hybrid (Malta)

Company

hirify.global is a leading European betting and gaming operator focused on safe, responsible entertainment and technological excellence.

What you will do

• Translate strategies and requirements with the Business Owner into technical deliverables and product outcomes.
• Take ownership of delivery success, aligning execution to technical strategy and business goals.
• Provide technical expertise to support ideation, solutioning, and cost estimations for the Business Owner.
• Staff, manage, and develop a team of Product Owners; ensure the right structure, capacity, and spoked-in resources.
• Ensure security, technical compliance, quality standards, and adherence to tech process and architectural guidelines.
• Drive continuous improvement by leveraging AI, automation, and workflow simplification to enhance efficiency and customer experience.

Requirements

• Several years of experience in people management and leading product or delivery teams in an operationally complex environment.
• Strong stakeholder management skills and ability to collaborate across diverse teams and functions.
• Ability to handle complex scenarios without having all the answers and to quickly grasp new technical information.
• Strategic mindset to translate business objectives into actionable delivery plans.
• Comfort leading conversations across both business and technical topics.

Culture & Benefits

• Hybrid working model with self-organisation to improve delivery and get work done in your own way.
• Permanent full-time employment.
• Focus on security, technical compliance, and product quality as part of day-to-day delivery.
• Continuous improvement mindset, including using AI and automation to simplify workflows.

Hiring process

• Evaluation focuses on skills, experience, and potential to contribute.
• Hiring process considers candidates based on merit, regardless of personal characteristics.