Head of Operations – Messaging

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🕒 March 12

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iGaming Brazil

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2019

📱 Media

🎮 Gaming

🎲 Gambling

Media • Gaming • Gambling

iGaming Brazil is a Brazilian industry news portal and information hub focused on the iGaming sector. It publishes timely news, regulatory updates, event coverage, interviews, podcasts and analyses about online casinos, land-based casinos, sports betting, lotteries, poker and related market developments in Brazil and internationally. The site serves industry professionals, operators, affiliates and interested consumers with coverage of legislation, market trends, product launches and conference reporting.

📋 Description

• Ensure the continuous, stable, and reliable operation of message deliveries (SMS, WhatsApp, RCS, and other channels). • Monitor operational performance, including delivery rate, latency, failures, and bottlenecks. • Proactively and reactively address critical incidents. • Create and maintain daily, weekly, and monthly operational monitoring routines. • Oversee active client operations, ensuring quality, SLA compliance, and performance. • Serve as the focal point for complex operational issues. • Collaborate with Support/CX to resolve problems and improve the customer experience. • Support retention and account expansion strategies through operational excellence. • Define, track, and evolve messaging KPIs, such as delivery rate, latency, errors, performance by provider/channel, and operational SLA. • Create dashboards and management reports for leadership. • Generate strategic insights to drive continuous operational improvement and product evolution. • Manage messaging vendors, assessing technical performance, quality, cost, and reliability. • Develop new routes and vendors to reduce costs, increase reliability, and provide operational redundancy. • Lead technical and operational negotiations with strategic partners. • Lead and structure the support and CX team’s activities. • Define processes, workflows, SLAs, and service standards. • Ensure alignment between operations and customer experience. • Evolve support from a reactive model to a proactive, data-driven model. • Document critical processes and create operational, incident, and escalation playbooks. • Support the professionalization of operations, promoting scalability and sustainable growth. • Ensure governance practices that guarantee operational reliability, predictability, and quality.

🎯 Requirements

• Solid experience in messaging operations (SMS, WhatsApp, telecom). • Experience managing technical vendors and relationships with strategic partners. • Experience with operational indicators, KPIs, and SLAs. • Strong analytical skills and a data-driven approach to decision-making. • Knowledge of operational and performance metrics. • Ability to understand integrations, APIs, and technical workflows. • Organized with a systemic view of processes. • Ability to manage multiple clients and priorities simultaneously. • Previous experience leading or coordinating teams.

🏖️ Benefits

• Flexible work setup • Opportunities for professional development