Head of B2B Support and Operations

This is a fully remote position, open to applicants in Poland.

📋 Description

• Oversee the Support, Setup, Game Release, and Game Providers Support functions.

• Take responsibility for operational performance and ensure teams meet service levels and business goals.

• Discover opportunities to streamline processes, enhance scalability, and implement automation and AI solutions.

• Enhance customer-facing processes while maintaining a balance between client experience and team efficiency.

• Mentor Team Leads, identify leadership gaps, assist in succession planning, and foster ownership and accountability.

• Collaborate with Account Management, Business Development, Partnerships, Product, and Technical teams to align operations with business strategies.

• Deliver executive-level reporting, spot trends and risks, and suggest improvements that support business and product objectives.

• Shape and advance B2B operations for the expanding SOFTSWISS Game Aggregator.

• Ensure reliable, secure, and scalable operations for the high-load casino games API platform.

⛳️ Requirements

• Proficient in both Russian and English languages.

• Over 5 years of experience in Operations, Customer Success, Technical Support, Business Operations, or a similar B2B setting.

• More than 3 years of experience managing multiple Team Leads, operational functions, or departments.

• Demonstrated experience in leading and scaling cross-functional operational teams in a rapidly growing environment.

• Strong history of process optimization, operational scaling, and enhancing service performance.

• Practical experience in implementing automation and AI-driven enhancements in operational processes.

• Excellent people leadership, coaching, stakeholder management, and executive communication abilities.

• Capability to translate business strategy into operational priorities and execution plans.

🏝️ Benefits

• Private health insurance.

• Sports benefits.

• Comprehensive Mental Health Program.

• Free online English lessons.

• Local language courses.

• Paid time off.

• Maternity leave support.

• Referral program rewards.

• Opportunities for upskilling, internal workshops, and participation in professional conferences and corporate events.