View all jobs
VP of Customer Operations (Digital Gaming)
Newark, NJ · Computer/SoftwareVP of Customer Operations
(Digital Interactive Gaming)
New Jersey (Relocation Available)
Full Time / Onsite $155K - $225K
We are seeking an experienced VP of Customer Operations to build, lead and scale G2 Digital’s operational support function. Initially for our online casino in New Jersey, due to launch at the start of 2026, and then setting the pathway for roll out into multiple states in Canada throughout 2026 and 2027.
This executive role is responsible for building a high-performing support function that ensures exceptional service quality, regulatory compliance and player satisfaction across all touchpoints. The role is part of the senior leadership team and will be the lead figure in our New Jersey office, the position will oversee customer operations, customer support, responsible gambling operations and the fraud, risk and payments team.
Key Responsibilities
Strategic Leadership
The successful candidate will have 3+ years of experience in the NJ online gaming market.
(Digital Interactive Gaming)
New Jersey (Relocation Available)
Full Time / Onsite $155K - $225K
We are seeking an experienced VP of Customer Operations to build, lead and scale G2 Digital’s operational support function. Initially for our online casino in New Jersey, due to launch at the start of 2026, and then setting the pathway for roll out into multiple states in Canada throughout 2026 and 2027.
This executive role is responsible for building a high-performing support function that ensures exceptional service quality, regulatory compliance and player satisfaction across all touchpoints. The role is part of the senior leadership team and will be the lead figure in our New Jersey office, the position will oversee customer operations, customer support, responsible gambling operations and the fraud, risk and payments team.
Key Responsibilities
Strategic Leadership
- Define and execute the customer operations vision
- Lead and scale a multi-tier support operation, including internal teams and outsourced vendors.
- Collaborate closely with Compliance, Product and Marketing
- Operationally oversee Responsible Gaming, Payments and Risk/Fraud departments.
- Implement policies and processes and team training to deliver fast, helpful and compliant support.
- Create and manage quality assurance and KPIs.
- Own support platforms (Zendesk) and ensure optimal configuration and usage.
- Create a great place for people to work.
- Hire, coach and retain high-performing support managers and agents.
- Ensure all customer interactions meet NJDGE (New Jersey Division of Gaming Enforcement) regulations.
- Support players in need through responsible gaming policies and intervention protocols.
- Champion the voice of the customer within the organization.
- Analyze feedback and player data to drive continuous improvement.
The successful candidate will have 3+ years of experience in the NJ online gaming market.
- 5+ years of leadership experience in customer support, preferably in online casino
- An understanding of New Jersey gaming regulations and responsible gaming principles.
- Experience managing outsourced contact centers and internal hybrid teams.
- Proven ability to scale operations in a startup or growth-stage environment.
- Strong grasp of CRM, ticketing and helpdesk tools.
- Data-driven mindset with the ability to translate insights into action.
- Excellent communication and stakeholder management skills.