Operations Lead

About this role

We are on a mission to pioneer the world’s next era of play. As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences. Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day.

As an Operations Lead , you play a key role in keeping our Core Operations running smoothly while continuously improving how we work. In this role, you are the driving force behind our day-to-day operational performance, ensuring that our most important customer journeys and operational processes run in a stable, efficient and predictable way. You work closely with various internal teams and external partners to build a strong operational structure around areas such as payments, onboarding & access, KYC processes, incident management, vendor governance and operational projects .

With your structured approach and strong sense of ownership, you ensure that processes do not depend on individual people, but instead run through a clear cadence, measurable KPIs and consistent follow-up on actions. Your Responsibilities: Monitor and optimise the daily performance of our payment flows (both deposits and withdrawals), actively working to reduce failures and recurring issues. Manage escalations with payment providers and other external partners, ensuring clear follow-up, well-defined SLAs and structural improvements.

Coordinate the full incident management process , from triage and communication to follow-up and post-incident reviews, ensuring actions are effectively completed. Analyse operational data and translate insights into concrete improvement initiatives that contribute to more stable and efficient customer journeys. Optimise processes around onboarding, login/access and KYC processing , with a focus on SLA adherence, throughput and reducing customer friction.

Work closely with Product, Tech, Compliance and other stakeholders to implement operational improvements and ensure smooth operational launches of new processes or changes. Manage relationships with external partners and vendors, monitor their performance and maintain clear escalation and follow-up processes. Lead operational projects and implementations, ensuring clear scope, priorities and consistent follow-up on progress and action items.