Job Description

We are looking for a Deputy Head of Operations to help shape the strategy, performance and future direction of our Customer Service operation.

Operations is at the heart of delivering an outstanding experience to a global customer base. The focus is on maintaining high standards of service and performance, responding effectively to operational challenges and continually improving ways of working to meet the changing needs of customers and the business.

As Deputy Head of Operations, you will work closely with senior leaders across the business to shape operational priorities, drive performance and lead significant change. You will use data and operational insight to make informed decisions, provide clear direction during operational challenges and identify opportunities to improve the customer experience.

Qualifications

Significant experience of leading large-scale operations and driving improvements to performance and efficiency.
Experience of leading significant operational change and managing complex projects.
Proven leadership skills, with the ability to develop high-performing teams and work effectively with senior stakeholders.
Strong analytical skills, with the ability to use data and operational insight to identify trends, make informed decisions and drive improvement.
Excellent communication and influencing skills, with the ability to clearly present information and recommendations at all levels.
Calm and resilient under pressure, with the ability to provide clear direction within a fast-paced, 24/7 operation.
Strong judgement and decision-making skills, with the ability to manage complex operational challenges and balance customer and business needs.
Extensive experience in the Betting and Gaming industry within a senior operational role.

Additional information

Contributes to the development and delivery of short and long-term operational strategy, ensuring alignment with wider business objectives.
Continually reviews operational performance, processes and ways of working to improve efficiency and enhance the customer and colleague experience.
Ensures operational activity meets relevant regulatory requirements, internal policies and expected standards.
Acts as a senior escalation point for significant operational challenges, providing clear direction and coordinating an effective response.
Provides senior leaders with clear operational insight, recommendations and updates to support informed decision-making.
Leads and supports significant operational and organisational change, ensuring it is effectively planned and embedded with minimal disruption to customers and business operations.
Provides clear leadership and direction to senior operational management, creating accountability for performance while supporting the development of colleagues and the wider operation.
Leads the implementation of new systems, software updates, and structural changes, ensuring minimal disruption to business-as-usual activities.

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.

About Us

We’re one of the world’s leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 10,000 people and serve over 120 million customers in 26 languages.We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of growth opportunities, giving them the opportunity to make a real impact in the world of online gambling and gaming. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.Our focus on In-Play betting has solidified our market-leading position, featuring more than 1.38 million In-Play sporting events a year. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe (750,000), we handle over 6 million HTTP requests daily and process more than 1.5 million bets per hour at peak.