Head of Workforce and Player Operations Technology

OperationsOperationsFull TimeRemoteLeadTeam 1-10Since 2022H1B No SponsorCompany SiteLinkedIn

Location

Bulgaria

Posted

10 days ago

Salary

0

Seniority

Lead

English

Job Description

Head of Workforce and Player Operations Technology

B2Spin Limited

• Proactively reinvent headcount planning • Move beyond legacy frameworks to design and scale self-driven, highly efficient operational tooling across all teams • Own the end-to-end vision, design, and deployment of a proprietary, in-house solution that completely eliminates manual data entry through ruthless real-time automation • Don't just optimize what exists—completely rework workflows for maximum efficiency and engineer comprehensive, automated performance-data collection • Anticipate the needs of QA teams by building the automated tools, continuous checks, and friction-free workflows required to audit customer journeys at scale • Build unified daily, weekly, and monthly performance dashboards that seamlessly blend QA, WFM, and productivity data into actionable, real-time insights • Champion the centralized tracking of "Cost Per Task" and individual staff overheads to unlock radical cost efficiencies • Close the loop between quality and execution by automating direct feedback channels from QA back to business stakeholders • Act as the driving force behind cross-departmental technical projects

Job Requirements

  • Proactively reinvent headcount planning, monthly scheduling, and real-time intraday management
  • Lead the deprecation of third-party WFM tools
  • Actively challenge the status quo of back-office processes
  • Serve as the proactive technical engine driving the QA roadmap
  • Design and own a centralized, automated data ecosystem
  • Design and implement sophisticated, automated cost efficiency models
  • Establish a resilient, fast-moving change management process for tech updates
  • Proactively manage and align internal stakeholders

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