Operations lead

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, analyze, 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 analyze budgets, initiating corrective actions as needed. 5. Oversee Third-Party Relationships · Ensure vendors, suppliers, and partners deliver optimal value. 6. Assess & Improve Business Performance · Analyze key performance metrics (KPIs) and implement corrective measures. · Report regularly to senior stakeholders, providing insights on campaign performance, player behavior 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 Requirements · Bachelor’s degree in administration or in a related field. A master’s Degree would be an added advantage. · 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 behavioral data. · Knowledge of payments, affiliate marketing and regulatory frameworks. · Familiarity with in industry regulations including the Uganda National Lotteries and Gaming Board and compliance guidelines. · Genuine interest in sports betting and an understanding of