Head of Complaints & Experience Recovery

About the role

Midnite is looking for a senior leader to own and evolve its complaints and experience recovery function. Based in Gibraltar, you will start as a hands‑on operator handling complex, high‑risk player issues while designing a scalable, technology‑driven operating model.

Key responsibilities

• Investigate and resolve complex, sensitive player complaints with fair and empathetic outcomes.
• Design and implement an end‑to‑end complaints and experience recovery operating model, including frontline resolution, ADR and regulatory escalations.
• Establish clear ownership and governance for each complaint from start to finish.
• Analyse complaint data and root‑cause findings to drive product, process and control improvements.
• Lead the roadmap for AI, automation and workflow technology to reduce manual effort while improving quality.
• Partner with Product, Engineering, Data, Compliance and Safer Gambling teams to turn insights into measurable business improvements.
• Set policies, service levels, quality assurance processes and reporting to ensure regulatory compliance.
• Build dashboards and performance metrics to monitor player trust, complaint trends and operational risk.
• Recruit, coach and develop a high‑performing complaints team, transitioning from case management to strategic leadership.

Required profile

• Significant experience leading complex complaints, customer outcomes or regulated customer operations with a hands‑on approach.
• Proven track record of building or redesigning complaints functions or similar customer‑focused processes.
• Strong analytical mindset with ability to use data for continuous improvement.
• Excellent communication and stakeholder management skills across product, compliance and engineering teams.

Required skills