GR8 Tech is a leading B2B provider of iGaming solutions that empowers operators to grow, lead, and win.
We deliver high-impact, full-cycle tech solutions designed to scale. From seamless integration and expert consulting to long-term operational support, our platform powers millions of active players and drives real business growth. It’s more than just a product — it’s the iGaming Platform for Champions, built for those who play to lead.
We know the game and how to take it to the next level. With 1000+ talented professionals on board, we don’t just build tech — we build success stories for iGaming operators all over the world.
Our ambition drives us, our people make it real. Join us and be part of building champion-level success!
We are seeking a highly experienced and visionary leader to build and scale our Managed Services function. In this role, you will design, implement, and run a full operational service capability that enables our B2B iGaming operator clients to focus purely on acquiring traffic and growing their brands — while we handle everything else end-to-end. You will create a centralized, world-class operational engine that covers player care, fraud detection, VIP servicing, retention/reactivation, content management, and more — ensuring operator clients deliver outstanding player experiences, minimize risk, optimize player lifetime value, and maximize brand loyalty. This is a strategic, build-from-scratch leadership role requiring a strong mix of operational design, executional excellence, and people leadership.
Reports to: Chief Revenue Officer (CRO). Direct Reports: Heads or Managers of each Managed-Services function. Level: Senior Leadership (P&L responsibility; strategic & operational).
What You’ll Be Driving:
1. Strategy & Design — Define the overall vision, strategy, and operating model for the Managed Services organization — enabling “traffic in / we handle everything else” for our clients; — Partner with commercial and product leadership to define service offerings, SLAs, escalation models, pricing structures, and value propositions; — Design a roadmap for centralizing services into a shared-services function, including metrics, cost models, staffing plans, technology stack, and automation opportunities; — Benchmark against industry best practices to ensure a world-class, scalable model.
2. Build & Deploy — Establish the organizational structure, hiring plans, and leadership for each functional area: 1. First Line Support (live chat, email, multilingual); 2. Anti-Fraud Support (player activity & transaction monitoring); 3. VIP Player Support (dedicated high-value player care); 4. Player Retention (bonus, promotion, and loyalty programs); 5. Player Reactivation (outreach to dormant or inactive players); — Content Management (front-end content, game lobby, localization, promotional materials); — Create standardized processes, playbooks, and governance policies across all service areas. — Select and implement supporting technology platforms (CRM, ticketing/chat systems, fraud-detection tools, analytics dashboards) to enable efficiency, reporting, and automation; — Define SLAs, KPIs, and dashboards for all services, ensuring measurable and transparent performance; — Build multilingual capabilities (e.g., English, Spanish, Portuguese, Turkish, Russian) and global coverage to support clients in diverse geographies; — Drive continuous automation and process improvement across all services.
3. Operational Excellence & Delivery — Oversee day-to-day operations across all managed-service teams, ensuring consistent high performance, adherence to SLAs, scalability, and player satisfaction; — Monitor and optimize service quality, retention, and risk mitigation (fraud, compliance, regulatory); — Work closely with client-facing teams to ensure smooth onboarding and transition of operator clients into the managed-services model; — Use data-driven insights to identify bottlenecks, optimize resource allocation, and improve operational efficiency; — Ensure compliance with all regulatory requirements, including KYC, AML, responsible gaming, and data protection; — Build a culture of continuous improvement and operational excellence.
4. Client & Stakeholder Management — Serve as the senior operational interface for key operator clients: set expectations, manage escalations, review service performance, and ensure satisfaction; — Collaborate with commercial leadership to refine service offerings and support business-development goals; — Represent Managed Services at the executive level, reporting on service P&L, operational KPIs, capacity planning, risk, and growth opportunities.
5. People & Culture — Lead recruitment, development, and performance management of a global team of service professionals; — Build a service-oriented culture focused on client success, ownership, and player experience; — Develop career paths, competency frameworks, and recognition programs for operational teams; — Promote innovation through technology adoption, process redesign, and cross-functional collaboration.
What Makes You a GR8 Fit: — 5+ years of leadership experience in iGaming or similar high-volume, multilingual operational environments; — Operational B2C experience will be seen as a major plus; — Proven track record of building or transforming global service organizations; — Deep understanding of at least one of the managed-services domains (player support, fraud operations, VIP/loyalty, retention/reactivation, or content operations); — Experience creating and scaling service-as-a-product offerings, including pricing and SLAs; — Strong analytical background with the ability to leverage data for decision-making and performance optimization; — Demonstrated P&L ownership, capacity planning, and cost optimization experience; — Excellent collaboration skills and proven ability to influence executive stakeholders and clients; — Fluent in English; additional languages (Spanish, Portuguese, Russian, Turkish) are an advantage; — Entrepreneurial mindset — comfortable working in fast-paced, growth-stage environments; — Inspirational leadership style with a focus on building high-performing, empowered teams.
Key Managed Services Functional Areas: The scope of this role includes building and managing the following core services: — First Line Support — 24/7 multilingual live chat and email support across major languages, providing fast and empathetic player assistance; — Anti-Fraud Support — Monitoring transactions and player behavior, performing KYC and compliance checks, detecting bonus abuse, and managing regulatory escalations; — VIP Player Support — Dedicated support for high-value players, proactive engagement, and bespoke rewards; — Player Retention — Execution of loyalty programs, bonus and promotion strategies, and campaign management to increase player lifetime value; — Player Reactivation — Targeting dormant players through personalized outreach, re-deposit campaigns, and engagement offers; — Content Management — Maintaining casino website content, localizing game lobbies, banners, and promotional materials to drive engagement and conversion.
Key Success Metrics: — SLA and KPI performance across all Managed Services functions; — Client satisfaction and retention rates; — Player lifetime value improvement and churn reduction; — Fraud detection and prevention efficiency; — Operational cost optimization and automation adoption; — Time-to-onboard new clients; — Revenue growth and profitability of the Managed Services unit.
Why You’ll Love Working Here:
Benefits Cafeteria An annual fixed budget that you can use based on your needs and lifestyle. You decide how to allocate it:
— Sports — gym, yoga, or any activity to keep you active; — Medical — insurance and wellness services; — Mental health— therapy or coaching support; — Home office — ergonomic furniture, gadgets, and tools; — Languages — courses to improve or learn new skills.
Work-life — Parental support with paid maternity/paternity leave and monthly childcare allowance; — 20+ vacation days, unlimited sick leave, and emergency time off; — Remote-first setup with full tech support and coworking compensation; — Regular team events — online, offline, and offsite; — Learning culture with internal courses, career development programs, and real growth opportunities.
Our Culture & Core Values GR8 Tech culture is how we win. Behind every bold idea and breakthrough is a foundation of trust, ownership, and a growth mindset. We move fast, stay curious, and always keep it real, with open feedback, room to experiment, and a team that’s got your back.
— FUELLED BY TRUST: we’re open, honest, and have each other’s backs; — OWN YOUR GAME: we take initiative and own what we do; — ACCELER8: we move fast, focus smart, and keep it simple; — CHALLENGE ACCEPTED: we grow through challenges and stay curious; — BULLETPROOF: we’re resilient, ready, and always have a plan.
To keep things efficient, please apply only for roles that closely match your experience.
