About us
Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Flutter Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal, Snai and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.
Overview
As Planning & Governance Senior Manager, you will be coordinating the full spectrum of Customer Operations across our international footprint, ensuring a seamless and high-quality customer experience for both B2B and B2C segments. You will lead the Workforce Management (WFM) working in close synergy with Central Operation and Business teams and the internal contact center managers and other internal functions, you will be responsible for driving operational excellence, ensuring cost efficiency, and aligning service delivery with company standards and strategic goals
What you’ll do:
Governance of internal Contact Centers providing customer support for both Online Gaming (B2C) and Retail (B2B) areas, ensuring high service quality and efficiency.
Monitor service performance through hourly, daily, weekly, and monthly trend reports, cost tracking, and KPI dashboards.
Monitor external service providers supporting Contact Center operations, ensuring compliance with SLAs, accurate invoicing, and performance reporting.
Coordinate and optimize resource planning, defining staffing needs, managing internal growth, and balancing external support to ensure operational effectiveness.
Lead budget forecasting and management activities, ensuring alignment with business targets and cost-efficiency goals.
Monitor and validate the achievement of service KPIs across all Customer Operations activities, including those managed by external partners.
Guarantee consistent service performance analysis, preparing periodic reports such as budget plans, effort analysis, forecasts, and customer satisfaction indexes (CSI).
Drive Performance Management and ensure service quality standards are maintained across all operations.
Foster strong collaboration with internal structures in Italy and other countries to ensure alignment on service objectives and performance targets.
Promote a culture of continuous improvement, leveraging performance data and customer feedback to optimize service delivery and operational efficiency.
What you’ll bring:
Education: Master’s degree in engineering, Economics, or other scientific disciplines.
Experience: Experience in Customer Operations, Service Management, or similar roles within large or multinational organizations and/or within Consulting firms
Strong knowledge of Service Management, KPI governance, and performance monitoring.
Demonstrated ability to coordinate cross-functional teams and manage large operational budgets.
Excellent analytical and decision-making skills with a focus on process efficiency and service quality.
Strong interpersonal and stakeholder management capabilities, with experience engaging senior leadership and external providers.
Fluent in English and Italian (French or Turkish is a plus).
Previous exposure to the gaming, entertainment, or digital services industries is preferred.
Why choose us:
A dynamic environment within the world’s largest online gaming group.
Opportunities for learning, growth and cross-country collaboration.
Meal allowance.
Supplemental Health Insurance.
Choose us also for:
An inclusive work culture and access to our Diversity & Inclusion initiatives.
Well-Being Support: meditation courses, online medical services and counselling with certified coaches and psychologists.
Learning & Development: training platforms, workshops, conferences, and our FlexiLearning program (4 hours per month dedicated to learning).
Parental Leave Packages offering additional financial and practical support.
Volunteering during working hours.
Much more about us:
Have a look at our amazing blog Inside: hear directly from our employees at the following link: Inside.
Reviews and comments from our Glassdoor and Indeed pages. Put yours!
Equal Opportunity
Flutter SEA is an Equal Opportunity Organization. Diversity and Inclusion are fundamental values for us. We welcome any candidate without distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.