Chief Customer Operations Officer (CCO) – Online Casino & Betting

[Our client is a young and ambitious company in the online casino and betting space, focused on creating a cutting-edge and immersive user experience. With a strong commitment to technological excellence, regulatory integrity, and customer-centric solutions, they are building a solid foundation to become a key player in the market.]
We are currently seeking an experienced and strategic Chief Customer Operations Officer (CCO) to report directly to the Managing Director. The CCO will be responsible for the overall structure, performance, and optimization of customer-facing and payment-related operations, ensuring operational efficiency, regulatory compliance, and an outstanding end-to-end customer experience.

Key Responsibilities:
• Lead and oversee the full structure and processes related to customer operations, payments, verifications, and customer support.
• Develop and implement strategies to optimize operational processes and continuously improve the customer experience across all touchpoints.
• Monitor industry trends and introduce new practices, tools, and solutions to enhance the efficiency and scalability of customer operations.
• Ensure full compliance of customer-related products and processes with applicable legal and regulatory requirements.
• Build and manage expert leadership teams across the following areas:
o Payments and customer verification (KYC)
o Customer support operations
o VIP customer management
• Define and approve performance metrics and KPIs for teams and take corrective actions to improve efficiency and service quality.
• Own and manage the departmental budget, including costs related to teams, suppliers, platforms, and external services.
• Collaborate closely with the CFO and other senior leaders to align operational, financial, and cost strategies.
• Establish and manage key partnerships related to customer operations, payments, and service providers.
• Identify opportunities to enhance customer experience through new technologies, automation, and operational innovations.
• Work closely with executive management, finance, product, marketing, and technology teams to ensure timely and effective execution of customer operations.

Requirements:
• University degree in Business Process Management, Finance, Information Technology, Economics, or a related field.
• Proven leadership experience in customer operations, customer support, payments, or service delivery roles, preferably within iGaming or other online, regulated industries.
• Strong experience in managing teams and defining performance metrics for operational processes.
• Solid understanding of regulatory compliance frameworks such as KYC, AML, GDPR, PCI DSS, and related standards.
• Excellent analytical and organizational skills, with the ability to make data-driven decisions.
• Experience in budget ownership and cost optimization related to teams, vendors, and operational services.
• Strong communication and coordination skills, with the ability to work effectively across functions.
• Fluency in English (written and spoken).
• High level of discretion, attention to detail, and strategic thinking.

[What’s Offered:
• Executive-level role within a unified leadership team of a growing iGaming organization.
• Opportunity to shape customer experience, operational excellence, and service scalability.
• Competitive remuneration package.
• Additional health insurance, food vouchers, and sports card.
• Full-time role, based in Sofia.]