Customer Operations Manager: Sunbet

Job Purpose The Customer Experience Manager is responsible for shaping and executing SunBet’s customer operations vision to drive exceptional player experiences, business growth, and regulatory excellence. This role combines strategic oversight, operational leadership, and commercial accountability, ensuring that customer interactions across support, verification, responsible gambling, and the call centre are seamless, data‑driven and aligned with broader business objectives. The Customer Experience Manager partners with executive leadership, internal teams and external vendors to translate customer insights into measurable outcomes, optimise operational efficiency and embed innovation across the customer journey, while ensuring scalable, high‑performing call centre operations that support both business growth and operational excellence. Job Scope and Responsibilities Define and execute a Customer Operations strategy aligned with corporate goals for growth, customer lifetime value and operational efficiency. Act as an advisor to the executive team, translating customer insights and operational data into commercial and product strategy decisions. Champion the integration of customer metrics (NPS, CSAT, first‑contact resolution, churn rate) into the company’s broader performance scorecard. Own the Customer Operations annual budget, ensuring optimal allocation of resources across in‑house and outsourced functions. Develop and manage financial forecasts, ROI models and cost‑to‑serve analysis to support strategic investment and efficiency decisions. Balance cost optimisation with service quality, innovation and customer satisfaction. Deliver measurable improvements in operational efficiency while maintaining compliance and service excellence. Oversee customer support, verification and responsible gambling functions, ensuring consistent, compliant and customer‑centric delivery. Use data analytics and customer insights to identify root causes of friction and design proactive solutions that enhance retention and lifetime value. Partner with Product, Marketing and Compliance teams to ensure the customer experience drives business growth and meets regulatory expectations. Lead vendor partnerships with CX technology vendors, negotiating and managing contracts to achieve optimal commercial value, service levels and innovation outcomes. Continuously assess external market trends and technology providers to future‑proof SunBet’s customer operational model. Drive digital transformation and automation initiatives to enhance scalability and reduce manual dependency. Leverage AI, data and self‑service technology to redefine the customer engagement model. Set and execute the call centre strategy aligned with corporate objectives, customer growth and retention. Integrate call centre metrics (NPS, CSAT, FCR, churn) into business performance dashboards to drive strategic decisions. Use call centre data and insights to inform product, marketing and service strategies. Ensure scalable, efficient operations that support business growth and new initiatives. Drive innovation through digital, AI and self‑service solutions to enhance the customer experience. Manage vendor and technology partnerships to optimise service, cost and future readiness. Maintain governance, compliance and responsible gambling standards across all call centre operations. Develop leadership and talent to build a high‑performing, customer‑focused team. Foster a culture of customer centricity, innovation, accountability and collaboration. Serve as a visible ambassador for SunBet’s commitment to responsible gambling and ethical conduct. Core Behavioral Competencies Strategic Thinking Customer‑Centric Mindset Adaptability & Agility Analytical & Data‑Driven Decision‑making Leadership Coaching Innovation Mindset Results Orientation Resilience & Composure Digital Mindset Customer Advocacy Business & Financial Acumen Industry Knowledge and interest in sports betting and online gaming Gaming & FIC regulations Customer Operations Management Regulatory Compliance & Player Protection Operational Strategy & Process Design Technology & Systems Proficiency Continuous Improvement Risk & Incident Management Vendor & Partner Management Qualifications Bachelor’s degree in Business Administration, Operations Management, Customer Experience or a related field. Experience: 10+ years’ experience in customer operations or customer service leadership, ideally within online gaming, sports betting, fintech or digital service industry. Equity Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans. POPI Statement Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement. Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful. Proven experience managing large, diverse customer service or operations teams. Employment Type Full‑time Seniority Level Director #J-18808-Ljbffr