Operations Director

Job Description

• Language: Fluent Mandarin & English
• Salary: USD 4,000–12,000/month, depending on the candidate's experience and capabilities
• Work Arrangement: Remote initially; Malaysia onsite after approximately 4–6 months
• Working Hours: Asian business hours
• Days Off: Generally 2 days per week, subject to company scheduling
• On Call: Required during days off
• Malaysia Relocation: Work visa & accommodation covered by the company
• Remote Period: Meal allowance provided

Role Overview
Twinbo is currently building its own crypto-based B2C iGaming platform, offering multilingual and multi-currency member services.
The business is currently in the 0-to-1 stage, building its Operations team, systems, processes, and platform infrastructure from the ground up.
The Operations Director will take overall responsibility for the platform from pre-launch preparation, testing, and UAT through official launch and ongoing operations.
The role will build and manage the core Operations functions, including Operations, Customer Service, Promotions, and Game Operations, while overseeing member lifecycle, VIP operations, operational systems, data management, and overall business performance.
Key Responsibilities

• Build the Operations team from 0 to 1, including team structure, hiring, SOPs, training, KPIs, performance management, and leadership development.
• Develop overall operations strategy, business targets, launch plans, resource requirements, priorities, and execution timelines.
• Lead operational preparation from platform setup and trial operations through official launch.
• Establish operational SOPs, service standards, workflows, permissions, handover processes, and escalation mechanisms.
• Work closely with Product and Technology to define requirements for frontend/backend systems, member functions, wallets, promotions, VIP systems, Customer Service tools, agent/affiliate back offices, and reporting tools.
• Define business logic, operational workflows, permissions, data requirements, and development priorities with Product and Technology.
• Lead business-side UAT, including test scenarios, acceptance criteria, issue tracking, retesting, and launch recommendations.
• Ensure key player journeys, including Registration, Login, Deposit, Betting, Withdrawal, and Bonus/Reward Claiming, meet launch requirements.
• Develop and manage member lifecycle strategies covering onboarding, segmentation, activation, retention, reactivation, VIP, and high-value members.
• Oversee Promotions, Customer Service, Game Operations, game launches/removals, maintenance coordination, supplier communication, and player experience.
• Coordinate with Risk, Finance, and Technology on abnormal transactions, promotion abuse, payment issues, and system incidents.
• Establish operational KPIs and reporting systems covering conversion, activity, retention, net revenue, bonus costs, and Customer Service quality.
• Analyze operational data and performance gaps and translate findings into improvement plans and resource allocation decisions.
• Collaborate closely with Marketing, Risk, Finance, Technology, Product, and HR.
• Handle major member issues, complaints, operational incidents, and crisis situations.
• Report operational performance, major issues, resource requirements, and recommendations directly to the COO.
• Take overall responsibility for operational performance and business targets.

Requirements

• 8+ years of iGaming industry experience.
• 5+ years of team management experience.
• Strong B2C iGaming platform operations experience and understanding of online gaming platform operations.
• Experience managing multiple operational functions and able to clearly demonstrate responsibilities, decision-making scope, team size, and measurable results.
• Proven 0-to-1 experience launching a new platform, building an Operations organization, or restructuring an operational system.
• Hands-on experience developing operational plans, SOPs, business requirements, UAT/acceptance criteria, training, and KPI frameworks.
• Strong understanding of the full member lifecycle, including segmentation, Promotions, VIP, Customer Service, Game Operations, retention, and reactivation.
• Strong operational data analysis, cost control, and budget management capabilities.
• Ability to identify performance gaps and operational issues and translate data into actionable improvement plans.
• Strong leadership, hiring, talent development, and cross-functional project management skills.
• Experience working closely with Marketing, Risk, Finance, Technology, Product, and HR.
• Fluent Mandarin Chinese communication skills.
• Able to thrive in a fast-growing, early-stage platform environment where priorities and responsibilities may change frequently.
• Experience handling major member issues, complaints, operational incidents, and crisis situations, including escalation, resolution, and post-incident improvement.

Preferred

• Previous Operations Director experience at a large-scale online gaming/iGaming platform.
• Experience managing an Operations team of 30+ people and developing management/leadership structures.
• Experience across Hong Kong, Japan, Korea, India, and/or Southeast Asian Chinese-speaking markets.
• Experience with multi-market and multilingual B2C platforms.
• Experience participating in the planning, requirements design, and launch of proprietary gaming platforms or operational systems.
• Experience with multi-currency wallets, cryptocurrency payments, or related operational processes.
• Experience building or optimizing CRM, member automation, VIP, Bonus, or Promotion systems.
• Familiarity with BI/data analytics tools, operational dashboards, automated reporting, and anomaly monitoring.
• Proven experience leading major campaigns or member-growth initiatives with measurable improvements in conversion, activity, retention, reactivation, or net revenue.
• Strong English business communication skills and experience working with international teams, game providers, and technology partners.

Initial Priorities

• Review the current platform and team setup and propose the Operations organization structure, hiring priorities, and phased execution plan.
• Establish core operational processes, training frameworks, management reporting, and key platform acceptance checklists.
• Develop launch-readiness and trial-operation plans based on platform development progress.
• Define responsibilities, risks, launch requirements, and acceptance criteria.
• Work closely with Product and Technology to define operational requirements, business logic, workflows, permissions, reporting, and operational tools.
• Build the Operations team's organization structure, recruitment plan, SOPs, training, and performance management framework.

Target Profile
A senior B2C iGaming Operations leader who can build the team, systems, processes, and operational structure from 0 to 1.
The ideal candidate should have strong hands-on experience across platform operations, member lifecycle, Customer Service, Promotions, VIP, Game Operations, product/technology collaboration, and data-driven operations, with the ability to turn strategy into execution and measurable business results.