The Chief Operating Officer (COO) will play a critical role in overseeing and optimising the company’s global B2B and B2C operations. Reporting directly to executive leadership, the COO will lead large-scale operational teams across Customer Support, KYC, AML, Fraud, VIP, Sales, and Payments functions.
The successful candidate will oversee a distributed workforce of 500+ employees globally and will be responsible for driving operational excellence, process automation, performance optimisation, and scalable growth initiatives across all operational functions.
This role requires a strategic leader with deep operational expertise, strong commercial awareness, and the ability to build high-performing global teams within highly regulated and fast-evolving markets.
Key Responsibilities
Operational Leadership
- Oversee day-to-day operations across Customer Support, KYC, AML, Fraud, VIP, Sales, and Payments departments.
- Ensure operational alignment and collaboration across all teams to achieve company-wide objectives.
- Drive operational consistency and service excellence across international markets.
Team Management & Leadership
- Lead, mentor, and develop global operational teams consisting of 500+ employees.
- Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.
- Build scalable operational structures to support rapid business growth.
Performance & Operational Excellence
- Monitor and improve operational KPIs, service levels, and performance metrics.
- Implement operational improvements and efficiencies across all business units.
- Promote a culture of data-driven decision-making and continuous optimisation.
Process Automation & Technology
- Identify opportunities to automate operational processes and improve workflow efficiency.
- Implement and optimise automation tools and technologies to reduce costs and enhance operational performance.
- Drive the integration of innovative technologies that improve customer experience and operational scalability.
Regulatory Compliance & Risk Management
- Ensure all operational activities comply with relevant industry regulations and compliance standards.
- Maintain strong oversight of KYC, AML, fraud prevention, and responsible gaming frameworks.
- Develop and implement operational risk management strategies to protect the business and its reputation.
Strategic Planning & Execution
- Develop and execute operational strategies aligned with the company’s long-term vision and growth objectives.
- Translate strategic goals into measurable operational plans and initiatives.
- Support expansion into new markets and operational scaling initiatives.
Customer Experience & Responsible Gaming
- Maintain a strong focus on customer satisfaction and service quality across all operational touchpoints.
- Ensure responsible gaming initiatives and player protection measures are effectively implemented and maintained.
- Promote ethical and sustainable gaming practices across all operations.
Qualifications & Experience
Essential
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Extensive senior leadership experience in operational management within iGaming, fintech, or similarly regulated industries.
- You must have proven experience leading large, globally distributed operational teams in excess of 1000 people.
- Strong understanding of Customer Support, KYC, AML, Fraud, Risk, Payments, and operational governance.
- Demonstrated success in operational scaling, business expansion, and process optimisation.
- Experience implementing automation solutions to improve operational efficiency.
- Strong financial and commercial acumen, including budgeting and forecasting experience.
Preferred
- MBA or equivalent advanced qualification.
- Deep understanding of global iGaming markets, regulations, and compliance frameworks.
- Experience operating within large matrixed organisations across strategic, commercial, and operational functions.
- Strong track record in driving operational transformation within high-growth businesses.
Core Competencies
- Exceptional leadership and people management skills
- Strategic thinking with strong analytical capabilities
- Excellent communication and stakeholder management abilities
- Strong problem-solving and decision-making skills
- Technology-driven mindset with a focus on innovation and automation
- Ability to thrive in fast-paced, dynamic, and high-growth environments
What’s on Offer
- Competitive executive compensation package
- Relocation support for employees and immediate family members
- Healthcare and wellness benefits
- Generous annual leave allowance
- Modern office environment and on-site amenities
- Opportunity to shape the strategic direction of a rapidly growing international business
- Exposure to high-profile operational and commercial initiatives across global markets
Apply right now by calling Emma Dempsey at Beautiful Recruitment on +44 (0)203 9111 000 or email your updated CV in English to emma@beautifulrecruitment.com right now.
