Who are we?
Smarkets is a betting exchange for sports and political trading that has handled over £29 billion in volume since 2010. Our company mission is to fix the betting industry with the best products and best prices. We are upending the sports betting industry by growing a transparent platform that offers the best value for bettors, with the fairest odds, best technology and a superior customer experience.
Smarkets is a Series B tech company with a professional, product-led approach to our mission. We embrace collaboration, trust, innovation and scientific rigour while celebrating ambitious goals and passionate energy. Our culture rewards people on merit and excellence, and we strive to provide a working environment where recognition, challenges, support, collaboration, exciting benefits and shared meals provided by our chefs mix together to let you unlock your potential, grow with us and become your best self.
Join our team and play a pivotal role in shaping the future of our betting trading technology landscape.
Role expectations and responsibilities
We are looking for a Sports Operations Manager who shares our passion for excellence and is eager to lead the enhancement of customer experiences in sports betting. This pivotal role involves steering our customer service operations to new heights, ensuring operational efficiency, and fostering an environment that promotes exceptional service delivery.
This role reports directly to Senior Management and puts you at the heart of our mission to provide best-in-class service. Your analytical mindset, attention to detail, and data-driven decision-making will drive our customer service strategy.
A perfect fit within our culture is vital. Our recruitment process is designed to be a dialogue, allowing you to engage with potential colleagues across the company. We value the importance of workplace relationships and strive to get them right, given the significant amount of time we spend together.
Responsibilities:
- Manage the Sports Operations and CS teams for optimal performance and efficiency.
- Process Improvement: Re-evaluate and enhance processes to increase efficiency and effectiveness.
- Product Management: Champion product improvements, closing the loop between customer contacts and feature requests or bug reporting. Also, advocate RPA and chatbot technologies with product and engineering teams.
- Performance Management: Develop and implement a comprehensive performance framework that aligns with business goals, focusing on team and individual performance enhancement.
- Reporting and Analytics: Refine reporting mechanisms to provide actionable insights into departmental and agent performance, making data-driven decisions to improve service quality.
- Team Development: Build, nurture, and maintain a high-performance culture within the customer service team, fostering engagement, motivation, and professional growth.
- Cross-functional Collaboration: Act as a liaison between Customer Service and other departments, ensuring cohesive operations and strategic alignment across the company.
Role Requirements:
- At least 4 years' experience scaling and managing operations within a tech startup environment.
- Demonstrated proficiency in developing and leading teams within a high-performance culture.
- A proven record of fostering robust relationships within Customer Service and across cross-functional teams.
- An understanding of betting concepts and exchange platforms is advantageous.
- Experience in managing cross-functional teams.
- Strong analytical capabilities with a knack for interpreting complex data trends into actionable business insights.
- Experience in delivering presentations on reports, trends, and recommendations to both team members and senior management.
- Proven expertise in tracking, measuring, and enhancing the performance of multi-disciplined teams.
- Exceptional interpersonal skills, capable of expressing ideas and providing feedback effectively.
- Proficient communication across various settings (from one-on-one to large group meetings) and formats (written, informal or formal presentations).
- Thrives in a dynamic environment, exhibiting intense curiosity and a driven, entrepreneurial mindset.
- Ability to work collaboratively, influencing, and partnering effectively with senior internal stakeholders.
- Proven leadership in navigating through change, ambiguity, and innovation.
- A track record of challenging the status quo and implementing innovative solutions.
Our Values
- Push to win
- Make others better
- Give a shit
- Be a pro
- Bring the energy
Our values are at the heart of everything that we do. We believe these are the fundamentals to ensure we are delivering what’s expected of us in the best way possible for ourselves and for those around us.
Benefits
We offer a competitive salary package and benefits, along with a dynamic and collaborative work environment. Your work with us will make an impact and your voice will be heard.
We are a diverse team with a strong work ethic and plenty of hunger to win. We have designed our benefits offering around Health, Wealth, Lifestyle and Development.
These include:
- Competitive salary
- Stock Options
- Pension company match
- Fully covered health insurance plan
- Yearly training and conferences budget of €1,000 per employee
- Company emphasis on promoting diversity, equity, and inclusion
- Distinctive career advancement track
- Mentorship and learning/development opportunities
- Flexibility in your role and a flat management style
- Health and wellness initiatives
- In-house and external monthly socials with drinks, food and activities included
- A unique challenge to grow a startup in an incredibly dynamic industry
