Departmen t Country Section Customer Experience Country : Uganda Reporting Relationships Reports to: Country Manager, Uganda Direct reports: Marketing and Customer Support. Job Purpose The Operations Lead ensures seamless daily operations by enhancing product and service quality, refining systems, policies, and processes, and leading operational teams. The jobholder will provide strategic recommendations to management and drive continuous improvement for operational excellence. Key Responsibilities 1. Develop and Optimize Operational Policies & Standards Establish and monitor product & service quality benchmarks, addressing any deficiencies. Draft and enforce policies and processes for operational support, ensuring compliance. Collaborate with department heads to implement policies and service-level standards. Conduct audits to identify gaps and drive necessary improvements. Provide operational support training as needed. 2. Facilitate New Product Launches & Major Releases Oversee UAT processes, ensuring timely issue resolution. Monitor product deployment and performance in coordination with the tech team. Track, analyse, and escalate unresolved glitches with recommended solutions. 3. Ensure Quality Control for Existing Products & Systems Monitor uptime, conduct continuous testing, and enhance service impact reporting. Implement escalation mechanisms for customer feedback and system issues. Ensure prompt resolution of concerns and proactive issue management. 4. Manage Operational Budgets & Forecasting Develop, track, and analyse budgets, initiating corrective actions as needed. 5. Oversee Third-Party Relationships Ensure vendors, suppliers, and partners deliver optimal value. 6. Assess & Improve Business Performance Analyse key performance metrics (KPIs) and implement corrective measures. Report regularly to senior stakeholders, providing insights on campaign performance, player behaviour, and retention strategies. Identify opportunities to deploy AI for process automation. Lead Tier 2 Technical Support, resolving platform configuration issues locally. 7. Staff Management & Development Recruit, train, mentor, and motivate teams for peak productivity. Implement initiatives to boost staff engagement and morale. 8. Identify & Mitigate Risks Proactively alert the legal team to any regulatory or business risks. 9. Drive Continuous Improvement & Innovation Research industry best practices and recommend strategic enhancements. Job Dimensions: Financial Responsibility: Responsible for operational budget. Job Specifications Academic Qualifications Bachelor’s degree in administration or in a related field. A master’s Degree would be an added advantage. Professional Qualifications / Membership to Professional Bodies/ Publication N/A Work Experience Required 5+ years of relevant experience with team management and customer-facing support. Experience in iGaming/Sport Betting operations would be an added advantage. Competencies: Technically adept with a keen interest in emerging technologies. Ability to develop and articulate product vision and campaign narratives to a wide range of stakeholders. Highly organized, capable of managing multiple projects efficiently. Strong analytical and critical thinking skills with a process-driven mindset. Excellent communicator, able to simplify complex concepts. Results-driven with strong leadership and teamwork abilities. Strong understanding of customer segmentation and behavioural data. Knowledge of payments, affiliate marketing, and regulatory frameworks. Familiarity with industry regulations, including the Uganda National Lotteries and Gaming Board and compliance guidelines. Genuine interest in sports betting and an understanding of online Gaming and Casino products Experience implementing AI tools in an operational context. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
