Customer Operations Excellence Manager F/M

Job description

WE ARE BETCLIC 🎯 Betclic, European leader in sports betting, is much more than just an online gaming site! Also offering Poker, Horse Racing, and Casino games across various countries and continents, it is an inspiring and forward-thinking company: every day brings new challenges in a modern and dynamic environment. As an influential player in the tech industry, with strong and sustained growth over the years, we believe in innovation through diversity and inclusion and encourage everyone to reach their full potential. With our multicultural team, we provide an optimal, safe and responsible gaming experience, powered by cutting-edge technology. WHY JOIN US? 🚀 At Betclic, success comes from passionate and committed teams. Here’s why you’ll love working with us: 💡An international and creative environment where every project is an opportunity to innovate 📈Hypergrowth that brings new challenges and development opportunities every day 🏡A healthy work-life balance: flexible remote work and workplace well-being are essential pillars for us. 🌟A unique and friendly atmosphere, with 1,600 employees across 5 countries and our headquarters in Bordeaux Are you passionate about sports and tech? Join us and help shape the future of online gaming! ENTER THE GAME 🎮 As the Customer Operations Excellence Manager, you are responsible for leading the Quality and Training functions across Customer Operations, ensuring our people and customer interactions consistently meet high standards and contribute to an exceptional customer experience You will own the Customer Operations quality and capability framework, combining quality assurance, calibration, customer insight, onboarding, continuous learning and knowledge management. Working closely with Customer Service Operations, Planning, Trust & Safety, Product and Technology, you will turn customer and operational insights into practical improvements that strengthen performance, compliance and customer outcomes YOUR RO LE WITHIN BETCLIC 🔥 In this role, your main missions will be: Lead, coach and develop the Quality and Training teams, fostering a culture of accountability, collaboration, learning and continuous improvement. Own and continuously evolve the Customer Operations Quality Assurance framework, ensuring evaluation standards remain aligned with business objectives, customer expectations and regulatory requirements Define, maintain and monitor quality standards, scorecards, KPIs, calibration routines and governance processes across Customer Operations. Lead calibration sessions to ensure consistent quality assessments across evaluators, Team Leaders and operational stakeholders. Drive the adoption of AI-powered quality monitoring, speech and text analytics, digital learning tools and automation to increase quality coverage and operational insight. Analyse customer interactions, quality results and operational performance data to identify trends, root causes, capability gaps and improvement opportunities. Deliver actionable Voice of the Customer insights that support improvements across Customer Operations, Product, Technology and other business functions. Partner closely with the Customer Service Operations Manager to improve service quality, operational consistency, employee capability and customer satisfaction. Own the Customer Operations learning approach, ensuring onboarding, continuous learning and development activities support operational priorities and business needs. Design, coordinate and continuously improve onboarding programmes that enable new employees to become confident and productive as quickly as possible. Develop and maintain structured learning pathways, training materials and knowledge resources that support employee development, career progression and readiness for new responsibilities. Work with Operations Team Leaders and the Quality team to translate quality findings, customer insights and operational trends into targeted coaching and learning initiatives. Coordinate with the Customer Operations Planning Manager on training schedules, recruitment classes, nesting plans, refresher needs and operational readiness. Work with the Trust & Safety Manager to ensure quality and learning standards are consistently applied to complaints, escalations, responsible gaming and sensitive customer cases. Support training for new product launches, market expansions, system implementations and process or organisational changes. Develop and maintain quality dashboards, learning reports and executive presentations that provide meaningful insights and clear improvement actions to senior leadership. Benchmark relevant best practices and continuously improve quality, training, knowledge and customer-insight processes to support the future needs of Customer Operations Undertake additional responsibilities aligned with the scope of the role in support of evolving business priorities. WHO ARE WE LOOKING FOR? 🔍 We are looking for passionate and curious professionals who bring kindness and a touch of enthusiasm! This job is for you if: Proven experience leading Quality Assurance, Training, Learning & Development or continuous improvement in a customer-focused environment. Strong understanding of quality management, calibration, adult learning and continuous improvement practices. Ability to analyse operational, customer and quality data and translate insights into measurable improvements and learning actions. Experience developing quality scorecards, governance, reporting, onboarding or continuous learning programmes. Experience with speech analytics, quality platforms, Learning Management Systems and AI-enabled monitoring or learning tools. Excellent analytical mindset with strong attention to detail and the ability to identify patterns, trends, root causes and capability gaps. Excellent facilitation, coaching, communication and presentation skills, with the ability to simplify complex findings. Strong stakeholder management skills and experience leading change across Operations, Planning, Training, Product, Technology or HR. Strong organisational skills with the ability to manage multiple priorities, workstreams and competing deadlines. Advanced proficiency in Microsoft Excel, PowerPoint and reporting tools; Business Intelligence experience is an advantage. Excellent written and spoken English. Experience within a regulated industry is considered an advantage. WHAT ARE THE RECRUITMENT STEPS? 📝 If your application is shortlisted, you will meet with the relevant hiring managers and an HR representative throughout the recruitment process. You may also be asked to complete technical assessments and a psychometric test, depending on the role. The recruitment process typically takes between 3 to 6 weeks, ensuring a smooth and engaging experience for you. WHAT CAN YOU EXPECT? 🎁 🌍Travel & Leisure benefit up to €600 per year 🏋️Fitness benefit up to €30 per month 🍽️Meal allowance 🩺Private health insurance after 6 months of employment ✅Private pension scheme after 6 months of employment 🏠Relocation package 💻Hybrid work arrangement from Malta ✈️Possibility to work remotely from home country for a few weeks per year 📚Constant focus on skills development with a personalised annual training program 📈Career development in an international environment