Operations Executive - iGaming

This role is the operational backbone of our customer service delivery in South Africa and is critical to ensuring seamless, high-quality delivery of our casino offering. Acting as the central link between suppliers, operators, and internal teams, it drives efficiency, reduces go-live delays, and upholds consistently high service standards by bringing structure, visibility, and accountability across game approvals, launches, and ongoing performance. By combining hands-on execution with proactive communication and data-led optimisation, the role ensures that both our operators and supplier partners experience a reliable, well-managed, and continuously improving product offering.

• Proactively share and communicate game approval updates with each operator, keeping secondary approvals on track and reducing delays ahead of go-live
• Own and maintain a game approval tracker across all suppliers and operators, ensuring clear visibility and accountability at every stage
• Act as the primary communication link between third-party (3PP) suppliers and the L&W compliance team, keeping the process moving without unnecessary back-and-forth
• Promptly update suppliers on game approval outcomes
• Engage directly with clients as a second line to the Account Director, making sure every account always gets a consistently high level of service from L&W
• Roadmap management across in-house studios and third-party studios
• Assist operators with lobby asset delivery
• Produce game penetration reports and update operators on game gaps
• Review game placement and produce optimisation reports with the support of BI, turning data into practical actions that improve operator performance and L&W content visibility
• Keep the Marketing team supplied with accurate content updates across all portfolios for newsletters and outbound communications
• Own pre-launch game testing across all operator accounts - this is a critical part of the role. Maintain test accounts for every operator, test all games ahead of release, and make sure every implementation is correct before go-live. Getting this right every time is a direct reflection of the service standard we want to be known for
• Provide first-line support to customers via live chat, handling light troubleshooting before raising tickets and following up with internal teams and third parties to make sure issues get resolved quickly

• Degree or equivalent experience in business, operations, or a related field (helpful but not essential) (preferred)
• 3–5+ years’ experience in iGaming, casino operations, or a similar operational, or product support role (preferred)
• Proven experience managing game launches, approvals, or integrations across multiple operators or suppliers (required)
• Hands-on experience working with third-party providers and coordinating with internal teams such as compliance, product, and marketing (required)
• Demonstrated ability to manage multiple concurrent processes (e.g. tracking, reporting, testing, and issue resolution) in a fast-paced environment (required)
• Experience supporting client accounts or operators, with a strong focus on service delivery and relationship management (required)
• Exposure to game performance analysis, reporting, or optimisation (preferred)
• Experience with testing, QA, or validating product releases before go-live (highly desirable)
• Background in iGaming, casino operations, or a similar operational role (e.g. account management, product operations, or supplier coordination), with exposure to game launches and third-party integrations (required)
• Highly organised with strong attention to detail, capable of managing multiple workflows (approvals, testing, reporting) simultaneously (required)
• Proven ability to coordinate across multiple parties (suppliers, clients, internal teams) and maintain clear, proactive communication (required)
• Comfortable with game platforms, back-office tools, and basic troubleshooting; able to manage test accounts and validate implementations (required)
• Able to interpret performance data and translate insights into practical optimisation actions (required)
• Service-oriented mindset, ensuring consistent, high-quality delivery and responsiveness to operator needs (required)
• Proactive and solution-driven, with the ability to identify bottlenecks and keep processes moving (required)