Operations Manager - Commercial

  • Gibraltar
2 months ago

Job Title: Operations Manager-Commercial

Based: Gibraltar

Reports into: Director of Account Management


Working as part of the wider Commercial Team within the business, this position is responsible for the day-to-day operational support

to the revenue and sales teams at Pragmatic Play, Gibraltar office.


Role and responsibilities:

  • Work closely with the Gibraltar senior leadership team to ensure all operational, administrative, and compliance functions are being properly executed in accordance with the best practices;
  • Support Director of AM to create and maintain operational processes while looking for opportunities of improvement within team and wider Pragmatic Play;
  • Execute business processes to support client go-live, such as jurisdictional configurations, min/max stake, risk optimization;
  • Monitor client contact via Jira and Skype where necessary, to ensure timely responses and resolutions;
  • Assist with client escalation for commercial teams and document all information in a central place;
  • Assist with anticipating and tracking operational and tactical risks and providing strategic solutions;
  • Assisting Commercial teams with sourcing various reports as required by Director of AM;
  • Develop close working relationship with product, technology, customer support, BI, and promo teams;
  • Raise and track issue and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required;
  • Maintaining and updating internal knowledge bases and file repositories;
  • Communicate upcoming releases and changes regarding Pragmatic Play’s products to internal teams;
  • Assist with game releases, including coordinating information between all stakeholders internally;
  • Compiling feedback from stakeholders on processes and implementing changes where necessary;
  • Supports back – office and training programs, reinforcing tech and operations infrastructure between departments to ensure; consistency and quality standards are met;
  • Project management of any necessary short projects within the commercial teams;
  • Stay up to date on industry regulations, trends, and technology;


  • Addressing operational concerns and issues, monitoring overall customer satisfaction;
  • Developing and implementing operational procedures and policies;
  • Analyzing training needs/requirements;
  • Excellent interpersonal communication and organizing skills to coordinate project activities;
  • Ability to communicate with others effectively;
  • Ability to conduct research for short projects, respond to inquiries, and present written/oral reports;
  • Ability to work with details and time sensitive issues;
  • Good decision-making skills and response to high pressure situations;
  • Roll up sleeves” attitude getting involved directly in the workload;


  • 2+ years of working within European gaming or gambling sector;
  • Some knowledge of slots and live casino products and regulatory framework;


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  • Gibraltar
2 months ago
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