• Lead, mentor, and manage the operations team, including Operations Manager and Facilities staff, ensuring high performance and accountability. • Develop, implement, and maintain operational systems, policies, and standard operating procedures (SOPs) to enhance efficiency, consistency, and scalability. • Monitor, measure, and improve operational performance using KPIs, workflow analysis, and continuous improvement initiatives. • Oversee facilities, property management, and maintenance operations, ensuring compliance, cost control, and timely execution. • Collaborate with senior leadership to align operational strategies with business objectives. • Manage external vendors, contractors, and service providers, negotiating contracts and ensuring SLAs are met. • Lead special projects to drive business transformation and operational improvements. • Ensure robust health, safety, and compliance standards across all operations. • Prepare reports, presentations, and operational insights for leadership and stakeholders. • Act as a key liaison between teams, clients, and external partners to ensure smooth operations and exceptional service delivery.

• Design, plan, and execute a calendar of tournaments, challenges, and special events • Create compelling in-game promotions that drive engagement and monetization • Coordinate themed events aligned with holidays, game launches, and marketing campaigns • Analyze event performance and iterate on strategies to improve outcomes • Manage the implementation and scheduling of live operations activities • Ensure flawless execution of promotions, bonus events, and special features • Troubleshoot operational issues in real-time to minimize player impact • Coordinate with Platform team for technical implementation of special events • Develop strategies to increase daily active users and session length • Create and optimize engagement loops through well-timed events and rewards • Work with the retention team to implement targeted player reactivation campaigns • Design loyalty-building initiatives that encourage regular platform visits • Balance player experience with monetization opportunities in promotional design • Collaborate with Commercial Insights to optimize promotion parameters for ROI • Identify opportunities to enhance conversion through strategic event timing and rewards • Analyze player behaviors during events to refine future monetization strategies • Collaborate with Marketing on promotional messaging and communication • Work with the Casino & Content Manager to align events with game launches • Partner with Product and Engineering to implement new event features • Support VIP team with special events for high-value players • Manage back-office tools for promotion scheduling and configuration • Document processes and create templates for repeatable event types • Develop performance tracking systems for live operations activities • Train team members on operational tools and best practices

• Drive operational analytics by identifying trends, root causes, and measuring the impact of key initiatives (e.g., AI rollouts, workflow changes), including the development of forecasting and predictive models based on real data and project plans. • Design, build, and maintain dashboards and reports that are clear, actionable, and tailored to different roles. • Maintain ticketing taxonomies, data structures, and system configurations to ensure data quality and governance. • Translate operational questions into measurable hypotheses and actionable insights. • Extract knowledge from stakeholders and convert it into SOPs, workflows, and data-driven recommendations. • Continuously monitor operational metrics and support decision-making with structured, reliable data.

• Drive operational analytics by identifying trends, root causes, and measuring the impact of key initiatives (e.g., AI rollouts, workflow changes), including the development of forecasting and predictive models based on real data and project plans. • Design, build, and maintain dashboards and reports that are clear, actionable, and tailored to different roles. • Maintain ticketing taxonomies, data structures, and system configurations to ensure data quality and governance. • Translate operational questions into measurable hypotheses and actionable insights. • Extract knowledge from stakeholders and convert it into SOPs, workflows, and data-driven recommendations. • Continuously monitor operational metrics and support decision-making with structured, reliable data.