Operations Executive - iGaming

If it’s iGaming, we know a thing or two. At Light & Wonder, It’s all about the games, and our digital team leads the global iGaming market, providing jaw-dropping content and innovative software that powers the world's most successful online gaming providers.

Position Summary

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 partenrs experience a reliable, well-managed, and continuously improving product offering.

Roles & Responsibilities

• 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

Qualifications

• Education: Degree or equivalent experience in business, operations, or a related field (helpful but not essential)

Required Experience

• 3–5+ years’ experience in iGaming, casino operations, or a similar operational, or product support role is preferred
• Proven experience managing game launches, approvals, or integrations across multiple operators or suppliers
• Hands-on experience working with third-party providers and coordinating with internal teams such as compliance, product, and marketing
• Demonstrated ability to manage multiple concurrent processes (e.g. tracking, reporting, testing, and issue resolution) in a fast-paced environment
• Experience supporting client accounts or operators, with a strong focus on service delivery and relationship management
• Exposure to game performance analysis, reporting, or optimisation (preferred)
• Experience with testing, QA, or validating product releases before go-live (highly desirable)

Ideal Candidate Profile / Qualifications

• 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
• Highly organised with strong attention to detail, capable of managing multiple workflows (approvals, testing, reporting) simultaneously
• Proven ability to coordinate across multiple parties (suppliers, clients, internal teams) and maintain clear, proactive communication
• Comfortable with game platforms, back-office tools, and basic troubleshooting; able to manage test accounts and validate implementations
• Able to interpret performance data and translate insights into practical optimisation actions
• Service-oriented mindset, ensuring consistent, high-quality delivery and responsiveness to operator needs
• Proactive and solution-driven, with the ability to identify bottlenecks and keep processes moving