Senior Manager, Player Operations

About the Role This is a high-impact leadership role where you'll partner with senior stakeholders to optimize player operations, streamline processes, and create exceptional experiences for millions of players worldwide. Responsibilities Lead and scale Player Operations programs across player support, payments, escalations, and retention-related workflows to deliver a seamless player experience. Drive cross-functional alignment between Product, Engineering, Payments, Compliance, VIP, and Operations teams, ensuring priorities are clearly communicated and executed. Identify, prioritize, and implement process improvements, automation opportunities, and operational efficiencies that improve scalability, quality, and cost effectiveness. Establish and oversee operational governance frameworks, including quality assurance, performance monitoring, reporting, and change management processes. Partner with stakeholders to define business requirements, influence prioritization, and drive successful execution of operational initiatives. Develop and lead a high-performing team by setting clear objectives, driving accountability, and fostering continuous improvement and professional growth. Key Competencies Operational Excellence: Demonstrates a track record of improving processes, increasing efficiency, and driving scalable operational solutions. Cross-Functional Leadership: Builds strong partnerships across teams and aligns stakeholders around common goals and priorities. Strategic Execution: Translates business objectives into actionable plans and delivers results through disciplined execution. Data-Driven Decision Making: Uses data and insights to identify opportunities, measure impact, and drive continuous improvement. Change Management: Effectively leads operational change initiatives and drives adoption across teams and stakeholders. People Leadership: Coaches, develops, and motivates teams while fostering a culture of accountability, collaboration, and high performance. Experience 8+ years of experience in Operations, Customer Support, Player Experience, Program Management, Business Operations, or related functions within a fast-paced technology or consumer-facing environment. Proven experience leading cross-functional initiatives involving multiple stakeholders and operational teams. Demonstrated success driving process optimization, workflow automation, and operational scalability. Experience establishing operational metrics, quality programs, governance frameworks, and performance reporting. Strong analytical and problem-solving skills with experience using data to drive business decisions and operational improvements. Prior people management experience, including coaching, performance management, and team development. Compensation and Benefits Total Starting Compensation including Base + Bonus + Equity: $160,000 Location: Onsite, Las Vegas, NV Comprehensive Benefits: 100% coverage for medical, dental, and vision expenses for both the employee and dependents; 401K matching, equity incentives, pre-tax benefit options, and more. Wellness Support: meditation and mental health resources, physical fitness coaching and classes, family planning assistance, health and parenting guidance, virtual therapy sessions. Time Off: competitive paid time off (PTO) and company holidays. Office Environment: 36,000+ square foot headquarters with free breakfast, catered lunches, snacks, a full-size gym with showers, commuter benefits, insurance, team bonding events, and more. Skillz embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status, and we operate in compliance with the San Francisco Fair Chance Ordinance. #J-18808-Ljbffr Skillz