Director of Live Operations

About the role

You are the strategic leader who defines the vision and roadmap for live operations at the heart of our social platform. You will own the end-to-end strategy, execution, and performance of events, promotions, and player engagement initiatives that directly impact retention and monetization across Modo Casino. This role requires a seasoned operator who brings a strong point of view on live ops excellence at scale and leverages deep gaming or mobile gaming experience to drive innovation. You will build and develop a high-performing live ops team, fostering a culture of collaboration, curiosity, and fun that empowers great ideas to flourish. As a key strategic partner, you will work closely with Product, Marketing, Commercial Insights, and Engineering to ensure our live ops function is a powerful driver of long-term player value and business growth.

Key facts

What you'll do

Define the comprehensive live ops strategic roadmap, outlining event cadence, engagement mechanics, and monetization approaches aligned with company retention and revenue objectives.

Champion best practices from gaming and mobile gaming to evolve our live ops playbook and ensure we are leveraging industry-leading strategies.

Set, own, and report on KPI targets for engagement, retention, and event-driven revenue, providing clear insights to the VP of Retention and executive leadership.

Identify and propose new opportunities, including novel event types, mechanics, and personalization tactics, to maintain a competitive edge in the social casino space.

Partner cross-functionally with Product and Data teams to validate concepts, track event and tool performance, and iterate based on actionable insights.

Manage, coach, and grow the live ops team, including Leads and Managers, focusing on performance management, career development, and fostering a high-performance culture.

Build scalable processes, documentation, and internal tools to ensure the team can execute complex initiatives reliably and efficiently as the scope of work expands.

Hire and structure the live ops team appropriately, ensuring we have the right talent and skills to support ambitious growth plans.

Oversee the flawless execution of the events calendar, including tournaments, promotions, and seasonal content, guiding the team from concept to launch.

Own the escalation and real-time resolution of major operational issues, ensuring player experience and business continuity are never compromised.

Review and approve all event and promotion plans prior to launch, ensuring alignment with strategic goals, risk management, and brand standards.

Collaborate with Commercial Insights to optimize promotion economics and ROI, ensuring promotional strategies are data-driven and financially sound.

Work with CRM and Marketing teams to design and execute reactivation, loyalty, and lifecycle campaigns that enhance player engagement and lifetime value.

Balance monetization design with player experience considerations, making decisions that support both revenue goals and long-term retention health.

Represent live operations in cross-functional and leadership planning sessions, negotiating resourcing and prioritization with other department heads to secure successful outcomes.

Partner with Platform and Engineering teams to define and deliver the technical roadmap required to enable new live ops capabilities and enhance platform scalability.

Requirements

You bring 6 or more years of experience in live operations, with at least 2 years in a people-management or leadership role within a gaming or related environment.

You have a proven track record of building and owning a live ops roadmap, with social casino experience being a significant advantage in understanding our specific player base.

You demonstrate the ability to lead, develop, and mentor a team of live ops professionals, focusing on performance, growth, and career progression.

You possess strong analytical rigor, are comfortable owning complex KPIs, and can defend your strategies and decisions with data-backed insights.

You have extensive experience partnering with Product, Marketing, and Analytics teams at a strategic level, aligning on goals and driving collaborative execution.

You are passionate about creating exceptional player experiences while maintaining a disciplined approach to monetization and retention outcomes.

You thrive in a fast-paced environment, are comfortable with ambiguity, and can manage multiple priorities with a high degree of ownership and professionalism.

You communicate clearly and persuasively, able to influence stakeholders at all levels through data-driven narratives and strong business acumen.

Nice to have

Experience specifically within social casino or social gaming products, providing direct relevance to our Modo Casino audience and market dynamics.

A deep understanding of virtual economies, player psychology, and monetization mechanics to inform sophisticated engagement and revenue strategies.

Proven experience scaling a live ops function or team from a smaller operational footprint to a larger, more complex organization.

A Bachelor's degree in Business, Marketing, or a closely related field that provides a foundational understanding of commercial and organizational principles.

Practical notes

ARB Interactive uses AI-assisted tools as part of our recruitment process, including skills matching, assessments, and interview note-taking. These tools help our talent team work efficiently and provide a consistent experience across candidates. All hiring decisions are made by our human recruitment and hiring team - AI tools assist, but do not determine, outcomes. Candidate information processed through these tools is handled in accordance with our Privacy Policy. If you have questions about our process or wish to request an accommodation, please contact recruiting@arbinteractive.com.

Diversity Commitment: We are focused on building a diverse and inclusive team. We welcome people of all backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Important Security Note: Please be aware that you might be asked to record video responses during the application process.