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Urgent! Customer Operations Manager Job Opening In Cape Town – Now Hiring Initiate International

Customer Operations Manager



Job description

Customer Operations Manager

Location: Cape Town
Industry: Online Gambling & Sports Betting

About the Role

Our client is searching for a dynamic and experienced Customer Operations Manager to lead operations across Customer Support, Player Protection, and Gaming Finance.

This is a pivotal role at the intersection of customer experience, regulatory compliance, and financial integrity.

Youll be responsible for ensuring that every customer interaction is seamless, safe, and compliant, while empowering teams to deliver service that builds loyalty and protects the brand.

This isnt just about managing day-to-day operations its about driving transformation.

You will lead multiple teams, streamline processes, implement smarter ways of working, and ensure that the business is always one step ahead of regulatory, financial, and customer service demands.

Its a role that requires both strategic vision and hands-on leadership, offering the chance to directly shape how the business delivers excellence in the highly competitive iGaming and sports betting industry.

Key Responsibilities

  • Leadership & People Development: Lead and inspire Team Leaders across Customer Support, Player Protection, and Gaming Finance.

    Provide coaching, mentoring, and structured development to build high-performing, engaged teams.

  • Operational Excellence: Oversee day-to-day workflows including customer interactions, transaction monitoring, payment flows, financial reconciliation, and the resolution of formal complaints.

  • Customer Experience & Insights: Collect and analyse customer feedback, identify trends, and present data-driven recommendations to continuously improve satisfaction, loyalty, and player safety.

  • Compliance & Risk Management: Ensure all teams adhere to regulatory requirements, including AML, Responsible Gambling, and National Gambling Board standards.

    Proactively update internal policies, controls, and processes to mitigate risk.

  • Training & Capability Building: Design and deliver training on customer service, AML, fraud prevention, and financial best practices, ensuring teams are always ahead of industry requirements.

  • Cross-Functional Collaboration: Partner with Legal, Product, and Finance to align customer-facing operations with wider business priorities, embedding compliant and customer-first processes across all touchpoints.

  • Quality & Assurance: Conduct regular quality checks on customer interactions, investigations, and financial processes, escalating high-risk issues promptly.

  • Strategic Reporting: Deliver timely and insightful reports to senior leadership on operational performance, compliance status, financial health, and emerging risks.

  • Customer Journey Ownership: Oversee the full customer lifecycle from onboarding to retention ensuring that player protection, responsible gambling, and financial integrity are prioritised at every step.

Skills & Experience

  • Proven track record in a senior operations management role within online gambling, sports betting, or a closely related industry.

  • Strong knowledge of player protection principles, AML, responsible gambling practices, and financial regulations.

  • Highly analytical with the ability to interpret data and use insights to drive decisions and optimise processes.

  • Experienced in leading and developing teams, with a focus on performance management, coaching, and building future leaders.

  • Strong project management skills with the ability to deliver multiple initiatives on time and to a high standard.

  • Excellent communicator and collaborator, able to influence across departments and engage effectively with senior leadership.

  • Proficient in customer experience tools and operational systems, with a drive to innovate and adopt new technologies.

  • Demonstrated success in policy creation, process improvement, and quality assurance within a regulated environment.



Required Skill Profession

Other General



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