Head of Product & Digital Operations

Job description

**About Trivelta** Operators deserve more from their technology. More speed, more intelligence, and more control. Trivelta is on a mission to provide the AI native software infrastructure powering the next generation of sportsbook and gaming companies. Our platform combines true native apps on both the App Store and Google Play, AI powered personalization and risk management, and built in social features that help operators create world class product experiences. Today, Trivelta powers operators serving millions of users across global markets. As we continue our rapid growth, two things are essential to our success, our people and our culture. So far, we have built a global team working from our offices in Boston, Barcelona, Monterrey, and Indore, as well as remotely around the world, to help us achieve our mission. And we're looking for more exceptional people, people who love building great products, redefining what is possible with AI, and turning complexity into elegant, scalable solutions. **Product & Digital Operations** Develop a deep understanding of Trivelta's digital products and customer journeys, identifying opportunities to improve usability, conversion, customer satisfaction, and operational efficiency. Serve as the operational bridge between local market needs and internal teams by identifying product improvements, reporting customer pain points, validating new features, and ensuring successful market launches. Continuously monitor operational performance and recommend enhancements based on customer behavior, business metrics, and market trends. **Digital Customer Lifecycle** Develop a comprehensive understanding of the complete customer lifecycle, including user acquisition, registration and account creation, identity verification (KYC) and onboarding, first transaction conversion, activation, retention, reactivation, cross selling and upselling, customer segmentation, and lifetime value optimization. Analyze each stage of the customer funnel to identify opportunities to improve conversion rates, engagement, operational efficiency, and long term customer value. **Data Analysis & Business Performance** Work with operational dashboards and large datasets to monitor business performance, analyzing KPIs like acquisition, conversion, retention, LTV, CAC, revenue, transaction success rates, and customer satisfaction. Identify trends, risks, and growth opportunities, providing data driven recommendations. **Payments & Financial Operations** Develop expertise in digital payment ecosystems, gateways, alternative payment methods, transaction flows, and reconciliation. Monitor payment KPIs and collaborate with providers to improve performance. **Fraud & Risk Operations** Work closely with Risk, Compliance, and Payments teams to identify fraudulent behavior, reduce operational losses, and optimize fraud prevention, balancing risk controls with excellent customer experience. **Preferred Experience** 3 to 5 years leading operations in high growth digital businesses, such as fintech, SaaS, marketplaces, e commerce, or travel. Experience optimizing customer lifecycle, CRM, payment operations, and fraud prevention. Strong analytical skills with BI tools like Tableau, Power BI, Looker, or QuickSight. SQL is a plus. **Nice to Have** Experience in regulated industries, high volume transactional platforms, and basic knowledge of sports, entertainment, or gaming.