Midnite
Gambling & Casinos
Complaints&ContinuousImprovementManager
“Complaints & Continuous Improvement Manager at Midnite. Skills: Complaints management, Continuous improvement, Stakeholder management, Operational strategy. Own all player complaints end-to-end. Handle complex player escalations”
What You'll Achieve.
Driving real reductions in contact volume; Reducing player churn; Reducing operational pain; Improve player experiences; Influence operational strategy; Deliver measurable business impact; Track trends; Track operational performance; Track improvement impact; Improve automation capabilities; Improve trend detection capabilities
Industry & Context.
Root cause analysis; Operational inefficiencies; Player friction points
Contractor basis initially until October 2026, Must be eligible to work in Gibraltar
What They're Looking For.
Must Have
3–5+ years experience in CX, Complaints, Compliance Operations, or Customer Support Leadership, Exceptional written communicator with case handling experience, Uses data confidently to identify trends, root causes, and operational priorities, Experience influencing cross-functional stakeholders and driving operational change, High ownership, urgency, and comfort operating in ambiguity, Deeply cares about player experience and customer outcomes, Can balance empathy with commercial and regulatory considerations
Nice to Have
Exposure to gambling regulations and LCCP standards
What You'll Do.
Own all player complaints end-to-end
Handle complex player escalations
Build response frameworks
and training materials
Define escalation and handover processes
Investigate recurring complaint themes
Maintain and prioritise a root cause backlog
Build dashboards and reporting
Help establish and scale a future Continuous Improvement function
How You'll Work.
Team & Collaboration
Collaborate with Product, Engineering, CRM, Trading, Legal, and Compliance teams; Work closely with Data and Performance teams
Communication Scope
Exceptional written communicator
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