Customer Operations Excellence Manager

About the role

Betclic is looking for a Customer Operations Excellence Manager to lead the Quality and Training functions across its Customer Operations. You will own the quality and capability framework, ensuring that people and customer interactions consistently meet high standards and deliver an exceptional experience.

Key responsibilities

• Lead, coach and develop the Quality and Training teams, fostering a culture of accountability and continuous improvement.
• Own and evolve the Customer Operations Quality Assurance framework, aligning evaluation standards with business objectives, customer expectations and regulatory requirements.
• Define, maintain and monitor quality standards, scorecards, KPIs, calibration routines and governance processes.
• Conduct calibration sessions to ensure consistent quality assessments across evaluators and operational stakeholders.
• Drive adoption of AI‑powered quality monitoring, speech and text analytics, digital learning tools and automation.
• Analyse customer interactions and performance data to identify trends, root causes, capability gaps and improvement opportunities.

Required profile

• Proven experience leading Quality and Training teams in a customer‑facing environment.
• Strong analytical mindset with the ability to translate data insights into actionable improvements.
• Excellent communication and stakeholder management skills across multiple functions.
• Familiarity with regulatory requirements and compliance in online gaming or related sectors.

Required skills

What we offer

• International and creative work environment with opportunities to innovate.
• Hyper‑growth company providing new challenges and development opportunities daily.
• Flexible remote work options and focus on work‑life balance.
• Friendly atmosphere within a multicultural team of 1,600 employees across five countries.