About the Role 

The Ops Excellence Team is responsible for manual racing settlement, promotional execution, platform optimisation, help centre changes and delivery of Ops backlog items. The team’s purpose is to provide seamless end to end customer journeys, resulting in a positive customer experience. 

The team will work closely with multiple stakeholders around the business including Operations, R&T, Value, Premium, Customer Engagement, Product and Customer Service to ensure delivery of these objectives. 

Responsibilities Include: 

• Working with R&T to deliver settlement across key customer journeys where automation has not yet been realised 

• Prioritise and triage Premium/CS customer requests to alleviate real time friction 

• Racing settlement for all non-automated markets (international totes, early market scratching’s) 

• Working with Promotions and Marketing to ensure smooth, consistent execution of all promotional activity 

• Execution of all on platform mass market promotional payouts directly to customers 

• Assist in scheduling and delivering operational excellence for generosity by facilitating seamless customer journeys 

• Creating and publishing promotional content on platform 

• Liaising closely with Customer Value, R&T, Customer Service to identify self-service opportunities 

• Daily compliance checks and reporting 

• Daily reporting on key KPI’s shared across Sportsbet 

• Analyse and interpret data to recommend actions solving for customer pain points 

• Collaborate with relevant teams to ensure clear planning and scheduling of core functions 

About You 

You’re a creative and strategic thinker who thrives in fast-paced environments and loves delivering exceptional experiences. You bring a customer-first mindset, strong attention to detail, and a collaborative spirit. 

• You have a customer-first attitude and constantly strive to improve customers’ experience 

• You question the status quo and look at things in new ways to drive innovation 

• You value and encourage others’ expertise, efforts and ideas and provide support when things don’t always go as planned 

• You challenge yourself to do things differently and go the extra mile to overdeliver on excitement 

• You are passionate about learning and adapting to continually improve 

• You work hard, you don’t take yourself too seriously and you have fun along the way! 

• You bring strategic thinking aligned with company values 

• You’re creative and innovative in event design 

• You communicate effectively with internal and external stakeholders 

• You’re highly detail-oriented and proactive in risk management 

• You manage budgets confidently and efficiently 

• You adapt easily in dynamic, high-pressure environments 

• You have experience in event design, planning, and execution 

• You’re skilled in project management and stakeholder coordination 

• You hold (or are working towards) qualifications in event or project management (desirable but not essential)