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As Operations Manager, you will play a key leadership role in ensuring the seamless functioning of live dealer studio operations in a high-growth 24/7 environment. You will oversee the **Service Management Department**, align cross functional teams, and drive KPIs that ensure exceptional quality, service, and staff performance. This role is ideal for a hands on people focused leader with strong operational acumen and experience in fast paced environments.
**Key Responsibilities**
* Lead day to day operations across multiple shifts in a 24/7 live studio environment ensuring smooth handovers and consistent delivery of service
* Manage and monitor performance metrics ensuring KPIs and OKRs are met or exceeded
* Identify process improvements implement operational best practices and drive standardization across all operational units
* Supervise and support direct reports including Managers and Specialists by setting clear goals providing regular feedback and guiding their professional development
* Address performance issues proactively and create action plans to help underperforming staff improve.
* Coordinate closely with Floor Management, Service, Training ,QA , Tech, CS and other departments to ensure operational alignment and high service quality
* Support hiring onboarding and the professional development of operational staff in collaboration with HR and Academy
* Oversee operational documentation including procedures manuals and internal policies ensuring compliance with company standards and global regulatory requirements
* Lead or contribute to studio wide projects tracking timelines deliverables and team coordination
* Contribute to the development and execution of the studio’s long-term strategy and vision, aligning operations with the company’s growth plans.
* Manage shift scheduling headcount forecasting and real time adjustments to ensure optimal staffing
* Monitor and manage operational budgets identifying cost-saving opportunities and forecasting resource needs
* Respond to operational disruptions or incidents with effective crisis management ensuring business continuity and minimizing service impact
* Lead and manage organizational change processes, ensuring that operational transitions (new software, new studio locations, policy changes, etc.) are smooth and that staff is properly prepared.
* Use data analytics to track operational trends and make informed decisions that will improve efficiency, reduce downtime, and optimize resource allocation.
* Regularly report on the effectiveness of operational changes and improvements using data and key metrics.
* Coordinate with Compliance Security and Risk teams to support fraud prevention integrity monitoring and internal investigations
* Ensure a safe and compliant work environment for all staff, including overseeing safety protocols, emergency procedures, and maintaining compliance with local regulations.
* Develop crisis communication plans, especially in cases of operational failures, incidents, or outages, ensuring that both internal and external stakeholders are informed and managed effectively.
**Skills and Experience**
* Minimum 2 plus years in a senior operational management role such as Senior Manager Head of Department or Senior Team Manager. **Candidates without this experience will not be considered**
* Proven experience managing operations in a large team setting with 500+ or more employees ideally with high volumes of entry level staff
* Experience in Live Dealer or online gaming operations is strongly preferred
* Familiarity with industry specific regulations, such as licensing and compliance standards within the live gaming and iGaming industries.
* Strong leadership mentoring and coaching skills with a confident hands-on approach to team management
* Excellent time management and organizational skills able to meet tight deadlines and prioritize effectively
* **High level of English proficiency spoken and written with excellent communication and reporting skills**
* Familiarity with live studio performance KPIs operational dashboards and incident tracking
* Analytical and reporting skills
* Project management
* Solid understanding of financial and budgetary oversight
* Strong proficiency in Microsoft Office especially Excel and familiarity with tools such as JIRA and Confluence is a plus
* Knowledge of physical studio security standards and IT infrastructure in a 24/7 environment is advantageous
* Experience working in fast scaling or restructuring environments is a significant plus
* Demonstrated success in implementing operational change optimizing workflows and driving quality improvements
* Strong focus on delivering high-quality customer service, ensuring that the operational side of the studio meets or exceeds customer expectations.
* **Other duties and responsibilities will be assigned as required for the role.**
This is a dynamic high impact role in a rapidly expanding Live Dealer environment. The ideal candidate brings both strategic oversight and operational execution combined with the resilience and flexibility required to thrive in a fast paced performance driven studio.
**This is a full-time position with one of the best companies in Tbilisi.**
If you appreciate dynamic development and enjoy collaborating with enthusiastic and capable individuals, you’ll find fulfilment in your career with us!