[Hiring] Director of Operational Effectiveness – Customer Services at Entain

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We’re pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

The Director of Operational Effectiveness is a senior leadership role responsible for developing and driving colleague-focused strategies that enhance engagement, facilitate change, and embed a high-performance culture within Customer Service & Operations. This role plays a pivotal part in shaping and delivering the Customer Services Strategy, ensuring alignment across all teams through effective communication, collaboration, and strategic initiatives.

As a trusted advisor to the Group Director of Customer Service & Operations, this role will influence and support operational transformation, ensuring that business objectives translate into tangible improvements for both colleagues and customers. The role requires strong leadership, strategic vision, and the ability to engage and inspire teams.

Customer Services Strategy & Leadership

• Support the design, implementation, and continuous evolution of the Customer Services Strategy, ensuring alignment with business objectives.
• Partnering with the Customer Service Leadership Team and other functional partners to define and execute change management strategies for organisational transformation
• Provide strategic oversight on operational effectiveness ensuring visibility of functional performance to all levels of the organisation.
• Act as a key liaison between the Customer Services Leadership Team and other business functions to drive alignment and cross-functional collaboration.
• Establish and implement governance frameworks to ensure ongoing performance improvement and strategic execution.
• Inspire, motivate, and support the development of teams, fostering a coaching culture that enhances capability and engagement across the function.

Experience

• Solid senior leadership experience within a large-scale customer service, operational and transformation environment.
• Proven track record in designing and implementing customer service strategies, employee engagement programs, and large-scale operational improvements.
• A skilled communicator with the ability to understand and share complex information and ideas in a way that our people can relate to. Demonstrates a proven track record of presenting information effectively to executive level audiences.
• Strong background in internal communications and/or organisational effectiveness.
• Extensive experience in leading large-scale change and transformation programs within a dynamic and complex business environment.
• Strong understanding of customer service performance metrics, governance frameworks, and operational best practices.
• Experience in working with third-party suppliers, operating models, and service delivery partnerships.

Key Skills

• Strategic Leadership – ability to shape, influence, and execute organisational strategies at scale.
• Exceptional Communication & Stakeholder Management – skilled in engaging and influencing senior leaders, frontline teams, and cross-functional partners.
• Commercial Acumen – strong business understanding to align operational effectiveness with commercial goals.
• People-Centric Approach – high emotional intelligence with the ability to inspire, develop, and support teams.
• Problem-Solving & Crisis Management – ability to navigate challenges and drive solutions in high-pressure situations.
• Resilience & Adaptability – thrives in fast-paced, evolving environments with a focus on continuous improvement.

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what’s right. It’s one of our core values and that’s why we’re taking the lead when it comes to creating a diverse, equitable and inclusive future – for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.