Interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join, it's your game. So let's win together.

Purpose of the Role

The Operations Manager will report to the Head of CDD Operations, and leads, optimizing, and overseeing daily operational performance to ensure efficient service delivery, customer outcomes, and achievement of our goals.

You will focus people leadership, process optimization, and compliance with internal policies, regulatory obligations, and audit requirements. An important element of you will be continuous improvement — identifying opportunities to improve workflows, enhance quality, manage risk, and support projects.

Main Responsibilities

Operational Leadership

• Lead daily operations to ensure service delivery and achievement of operational Indicators and Service level agreements.
• Oversee workforce planning, resource allocation, scheduling, and capacity management to meet our demand.
• Monitor operational dashboards, management information, and performance metrics to identify risks, trends, and improvement opportunities.
• Be a senior point of escalation for complex operational, customer, or internal issues, ensuring resolution.

People Management & Development

• Lead team leaders and colleagues to foster an accountable, and customer-focused culture.
• Conduct regular performance reviews, set clear goals, and identify learning and development needs.
• Support recruitment, onboarding, and succession planning to maintain operational capability.
• Promote collaboration, engagement, and a positive team environment.

Process Optimization & Continuous Improvement

• Review, refine, and increase operational processes to improve efficiency, quality, and consistency.
• Identify continuous improvement projects, using data, technology, and best practice.
• Support the design and rollout of new programs, products, process changes, or regulatory updates from an operational perspective.

Governance, Risk & Compliance

• Ensure operations follow internal policies, regulatory obligations, and audit requirements.
• Manage operational risks, incidents, and issues with controls and clear documentation.
• Maintain accurate, auditable records of operational activity, decisions, and outcomes.

Stakeholder Collaboration & Reporting

• Work with cross-functional teams (e.g. Compliance, Risk, Legal, Product, Technology, Data, Commercial, and Customer Care) to deliver operational change and embed best practice.
• Act as an important operational contact for team members, providing clear communication on performance, risks, and initiatives.
• Produce accurate and timely reporting on operational performance, capacity, quality, and risk indicators.
• Contribute to operational strategy, planning, and growth initiatives in collaboration with senior leadership.

Key Skills & Experience

Essential

• 1+ years of experience with an operations management role.
• CDD/AML expertise in gambling or financial services, or relevant qualifications and certifications.
• With the ability to motivate, coach, and influence teams.
• Demonstrated experience managing operational performance, Indicators, and service delivery.
• With a data-driven approach to decision-making.
• The job requires fluency in both spoken and written English.

Desirable

• Experience working in a regulated or compliance.
• Knowledge of risk management, customer protection, or regulatory frameworks relevant to the industry.
• Experience managing multi-site or international operations.
• Relevant professional or managerial qualifications.

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire your best. Join us, and a competitive salary is just the beginning.

Perks you'll receive when you join Entain in Sofia:

• Be part of our success with a rewarding Group Bonus Plan
• Enjoy €100 in monthly food vouchers
• Take time to recharge with 25 days of annual leave plus all local public holidays
• Get extra time for what matters – 5 additional paid days off (for volunteering, learning, and even a special Game Day in December)
• Work your way with our hybrid (2+ office days per week) and enjoy August fully remote from anywhere in Bulgaria
• Celebrate Christmas with a monetary bonus
• We've got your back with transport and utilities support
• Plan ahead with our ShareSave Scheme
• Protect yourself with comprehensive life and health insurance.
• Prioritize your wellbeing with free access to Unmind, our mental health app
• Multi-Sport Card (Self Contribution)
• Connect and have fun at amazing social events and legendary Christmas/Summer parties

And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes. You'll also join a winning team of experienced people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values. That's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future. This future is for our people and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on age, disability, gender or gender reassignment, pregnancy or maternity, race, religion or belief, sexual orientation, marriage/civil partnership, or any other basis.

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