kwiff isn’t gambling as you know it. We’re redefining the experience with a bold, player-first approach to sports betting and casino, powered by our proprietary tech platform, fully automated sportsbook, and standout UX across web and mobile. What truly sets us apart? Supercharging: our signature feature that allows players’ odds, cash outs and more to be supercharged at random, creating surprise wins and a thrilling betting experience. 🎯⚡️

As we scale, we’re looking for a Head of Operational Performance to lead the operational engine of our business from our Malta hub. You’ll have a deep understanding of our core functions (Customer Service, Risk, Fraud, Payments, CRM, Account Management, Sportsbook, and Casino) driving them to run smoothly, efficiently, and in lockstep with our commercial goals.

You’ll be more than an operator, you’ll be a cultural driver and on-the-ground leader, energising the team, championing accountability, and building a strong, connected workplace. With a sharp eye on KPIs, quality, and compliance, you’ll optimise internal processes, lead cross-functional initiatives, and elevate the customer experience at every touchpoint. If you’re a hands-on strategist with deep operational know-how and experience thriving in the fast-moving world of iGaming, apply below.

Your role & responsibilities:

Operational Strategy & Cross-Functional Coordination – Oversee daily operations across key verticals like Customer Service, Risk, Fraud, Payments, CRM, Casino, Sportsbook, and Account Management. Collaborate with department heads to define quarterly KPIs, align teams around shared goals, and ensure high-impact execution. Act as a unifying force across Product, Marketing, Compliance, and more to translate business priorities into seamless operational delivery

Customer Experience & Service Quality – Champion a high-standard, data-informed service experience. Identify pain points, embed service levels, and evolve the tone of voice of how we speak to our customers.  Continuously improve support flows to enhance player satisfaction and retention.

Systems, Tools & Automation –Drive the operational tech stack, including in-house platforms such as our  Back Office and third-party platforms, Zendesk or equivalent. Lead automation and system optimisation initiatives that streamline workflows and boost internal productivity.

Knowledge Management & Documentation – Maintain a well-structured library of onboarding materials, process documentation, and vendor contracts. Ensure resources are accurate, accessible, and embedded into day-to-day workflows.

Negotiation – Have an understanding of market rates for 3rd party products and an ability to negotiate effectively to ensure we bring in the right products when doing so and for the right price. 

Operational Incident Management & Escalation Protocols – Own a clear, responsive emergency escalation framework. Regularly review and update contact matrices, response playbooks, and example scenarios to ensure swift resolution of critical issues.

Performance Reporting & Monthly Reviews – Monitor KPIs across all operational areas. Lead monthly performance reviews, surface insights, and ensure clear action points are communicated and owned by the right stakeholders.

Team Culture & On-the-Ground Leadership – Establish yourself in our Malta HQ — leading by example, driving in-office engagement, and fostering a culture of accountability, energy, and collaboration across teams. Make the environment a great place to work and help with ad-hoc facilities management.

Multi-Brand Operations & QA Oversight – Support the integration and scale-up of additional brands within the group. Work with our technology teams to deliver the highest level of quality for our customers in new and existing brands. Champion quality assurance across all operational processes, ensuring consistency, accuracy, and compliance at every touchpoint.

What we’re looking for:

• Experienced Leader – 3+ years in an operational leadership role in the iGaming space. You’ve built, scaled, and optimised ops teams across multiple jurisdictions with experience leading operations across both UK and international markets.
• Casino, Sports and Payments Expertise – Strong knowledge of flows, with a track record of increasing all key metrics
• Player-First Mindset – You know what great service looks like and how to deliver it at scale, especially in fast-paced, digital-first environments.
• Strong Communicator – Clear, concise, and comfortable engaging stakeholders at every level — internally and externally.
• Cross-Functional Collaborator – Experienced working alongside CRM, Marketing, Product, and Compliance to deliver cohesive customer journeys.
• Data-Driven & Decisive – Confident using data and analytics to drive change, make strategic calls, and report impact.
• Languages – Fluent English is essential. An additional European language is a bonus.

What we can offer you:

At kwiff, we back our team with support, autonomy, and a culture of real ownership. Here’s what you’ll enjoy as part of our Malta office:

Private Healthcare – Full coverage, including dental.
Performance Bonuses – Quarterly, based on company achievements. 
Well-being Allowance – Set allowance every six months to spend on wellness or fitness.
Free Lunch – Enjoy lunch on us when working from the office.
Long Service Rewards – Travel perks to celebrate your commitment.
Team Socials & Office Culture – Regular events, office dogs, offsites, plus ping pong, darts
Learning Budget – Financial support for role-specific qualifications, courses, or conferences to level up your skills.

Why join us?

 At kwiff, we don’t just follow trends, we create them. From unlimited betting options to surprise wins and slick user journeys, we’re building a product that players love. This is an exciting time to join us. We’re a dynamic company founded by industry-recognised leaders with a proven track record in the gambling space. We know where we’re going and we’d love you to come with us.

Kwiff is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We aim for equity at all three stages of the recruitment process. Please let us know if there’s anything we can do to make the process more accessible to you.