Operations Manager CDD International

Join Entain as an Operations Manager in Sofia, leading operational performance and ensuring compliance in the igaming and betting industry. Interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join, it's your game. So let's win together.

• •Lead daily operations to ensure service delivery and achievement of operational Indicators and Service level agreements.
• •Oversee workforce planning, resource allocation, scheduling, and capacity management to meet our demand.
• •Monitor operational dashboards, management information, and performance metrics to identify risks, trends, and improvement opportunities.
• •Be a senior point of escalation for complex operational, customer, or internal issues, ensuring resolution.
• •Lead team leaders and colleagues to foster an accountable, and customer-focused culture.
• •Conduct regular performance reviews, set clear goals, and identify learning and development needs.
• •Support recruitment, onboarding, and succession planning to maintain operational capability.
• •Promote collaboration, engagement, and a positive team environment.
• •Review, refine, and increase operational processes to improve efficiency, quality, and consistency.
• •Identify continuous improvement projects, using data, technology, and best practice.
• •Support the design and rollout of new programs, products, process changes, or regulatory updates from an operational perspective.
• •Ensure operations follow internal policies, regulatory obligations, and audit requirements.
• •Manage operational risks, incidents, and issues with controls and clear documentation.
• •Maintain accurate, auditable records of operational activity, decisions, and outcomes.
• •Work with cross-functional teams (e.g. Compliance, Risk, Legal, Product, Technology, Data, Commercial, and Customer Care) to deliver operational change and embed best practice.
• •Act as an important operational contact for team members, providing clear communication on performance, risks, and initiatives.
• •Produce accurate and timely reporting on operational performance, capacity, quality, and risk indicators.
• •Contribute to operational strategy, planning, and growth initiatives in collaboration with senior leadership.

• •Be part of our success with a rewarding Group Bonus Plan.
• •Enjoy €100 in monthly food vouchers.
• •Take time to recharge with 25 days of annual leave plus all local public holidays.
• •Get extra time for what matters – 5 additional paid days off (for volunteering, learning, and even a special Game Day in December).
• •Work your way with our hybrid (2+ office days per week) and enjoy August fully remote from anywhere in Bulgaria.
• •Celebrate Christmas with a monetary bonus.
• •Transport and utilities support.
• •Plan ahead with our ShareSave Scheme.
• •Comprehensive life and health insurance.
• •Free access to Unmind, our mental health app.
• •Multi-Sport Card (Self Contribution).
• •Connect and have fun at amazing social events and legendary Christmas/Summer parties.
• •Recognition from leaders and colleagues into amazing prizes.
• •Join a winning team of experienced people and be a part of an inclusive and supporting community.

Essential

• •1+ years of experience with an operations management role.
• •CDD/AML expertise in gambling or financial services, or relevant qualifications and certifications.
• •Ability to motivate, coach, and influence teams.
• •Demonstrated experience managing operational performance, Indicators, and service delivery.
• •Data-driven approach to decision-making.
• •Fluency in both spoken and written English.

Desirable

• •Experience working in a regulated or compliance environment.
• •Knowledge of risk management, customer protection, or regulatory frameworks relevant to the industry.
• •Experience managing multi-site or international operations.
• •Relevant professional or managerial qualifications.