Head of Workforce and Player Operations Technology

About the role

The Head of Workforce and Player Operations Technology will lead the transformation of headcount planning, scheduling and real‑time management across all product teams. This senior position is responsible for designing and deploying a proprietary, fully automated workforce management platform that replaces legacy tools and manual processes.

Key responsibilities

• Reinvent headcount planning, monthly scheduling and intraday management with self‑driven, highly efficient tooling.
• Own the end‑to‑end vision, design and deployment of an in‑house WFM solution that eliminates manual data entry through real‑time automation.
• Redesign back‑office workflows for maximum efficiency and implement automated performance‑data collection.
• Drive the QA roadmap by building automated tools, continuous checks and friction‑free workflows for large‑scale customer‑journey audits.
• Create a centralized, automated data ecosystem with unified dashboards that combine QA, WFM and productivity metrics.
• Develop sophisticated cost‑efficiency models, tracking cost‑per‑task and staff overheads to unlock radical savings.
• Establish a fast‑moving change‑management process that links quality feedback directly to business stakeholders.
• Lead cross‑departmental technical projects, ensuring seamless delivery and operational buy‑in for major technology shifts.

Required profile

• Proactive leader who challenges the status quo and drives end‑to‑end automation.
• Strong stakeholder management skills with the ability to align multiple departments around technical initiatives.
• Experience in designing and scaling enterprise‑grade operational platforms.
• Data‑driven mindset with a focus on real‑time insights and cost optimisation.

Required skills