Head of Operations

JOI Gaming, a leader in the Dutch online casino industry, is seeking a dynamic and experienced Head of Operations to drive our operational excellence. In this role, you will lead our operational strategies, ensuring compliance with the Dutch regulatory framework while enhancing efficiency and player satisfaction. This is a unique opportunity to shape the future of our business and deliver world-class online gaming experiences in a competitive market.

Key Responsibilities 

• Oversee and align daily operations across Customer Support, Risk & Fraud Prevention, and Responsible Gaming teams to ensure efficiency, compliance, and performance.

• Lead cross-functional teams to optimize workflows, improve performance, and achieve KPIs through structured processes and automation where possible.

• Ensure thorough documentation of all operational processes and procedures, maintaining accuracy, consistency, and accessibility.

• Identify automation opportunities to streamline processes, reduce manual effort, and drive operational efficiency.

• Ensure adherence to Dutch regulations, including Kansspelautoriteit (KSA) standards, AML requirements, and responsible gaming practices while driving operational excellence.

• Collaborate with marketing and product teams to deliver exceptional player experiences and ensure operational readiness for new initiatives.

• Manage vendor relationships and negotiate contracts to support operational goals and maintain service quality.

• Use data-driven insights to monitor performance, identify inefficiencies, and implement solutions that drive continuous improvement.

• Foster a culture of collaboration, compliance, innovation, and continuous learningwhile maintaining strong relationships with regulators and external stakeholders.

Requirements

•  5+ years of experience in iGaming operations, with a proven track record in senior roles driving alignment and collaboration across cross-functional teams.

• Prefered In-depth understanding of Dutch regulatory requirements, including Kansspelautoriteit (KSA) compliance, AML, and responsible gaming practices.

• Strong leadership and people management skills, with experience in building and leading high-performing teams.

• Proficiency in documenting operational processes and ensuring documentation is consistently updated and standardized.

• Experience identifying and implementing automation solutions to optimize workflows and improve efficiency.

• Analytical mindset with demonstrated ability to use data to drive decision-making and operational improvements.

• Familiarity with customer support platforms, fraud detection systems, player protection frameworks, and tools that support automation.

• Proven ability to collaborate with multiple operational departments (Customer Support, Risk & Fraud Prevention, Responsible Gaming) to drive alignment and achieve company goals.

• Fluency in English (Dutch language skills are a plus).

Benefits

·       Pension (5%) of your annual gross salary

·       €1,000 Employee Benefits Package to be used on Gym, Flights, Health Insurance etc..

·       Friday Drinks & Lunch at the Office with the team

·       Hybrid Work, Employees can work from home twice a week

·       Remote Work, Employees can work remotely for a total of 1 month a year

·       Birthday Leave, Employees get an extra day off on us!

·       Free Parking in Sliema next to office (If you own a car)