Director of Live Operations

Core Responsibilities

Strategy & Vision

Define the live ops strategic roadmap including event cadence, engagement mechanics, and monetization approach, aligned to company retention and revenue goals

Bring an informed point of view on live ops best practices from gaming/mobile gaming, and evolve our playbook accordingly

Set and own KPI targets for engagement, retention, and event-driven revenue; report progress to VP of Retention and broader leadership

Identify new opportunities (event types, mechanics, personalization) ahead of competitors

Work cross-functionally with Product and Data teams to ensure we stay ahead of the competitive landscape, and to track the performance of each tool and event

Team Leadership

Manage, coach, and grow the live ops team (Leads/Managers), including performance management and career development

Build scalable processes, documentation, and tools so the team can execute reliably as scope grows

Hire and structure the team appropriately as the function scales

Execution Oversight

Ensure flawless execution of the events calendar, including tournaments, promotions, and seasonal content through the team you lead

Own escalation and resolution of major operational issues in real time

Review and approve event/promotion plans before launch

Revenue & Player Engagement

Partner with Commercial Insights to optimize promotion economics and ROI

Partner with CRM/Marketing on reactivation, loyalty, and lifecycle campaigns

Balance monetization design against player experience and long-term retention health

Cross-Functional Leadership

Represent live ops in cross-functional and leadership planning (Product, Engineering, Marketing, VIP, Commercial Insights)

Negotiate resourcing and prioritization with other department heads

Partner with Platform/Engineering on the technical roadmap needed to support new live ops capabilities

Qualifications

Required

6+ years in live operations, with at least 2+ years in a people-management or leadership role

Proven track record building/owning a live ops roadmap in gaming or mobile gaming (social casino experience a strong plus)

Demonstrated ability to lead and develop a team

Strong analytical rigor - comfortable owning KPIs and defending strategy with data

Experience partnering with Product, Marketing, and Analytics/Commercial teams at a strategic level

Preferred

Experience specifically in social casino or social gaming products

Deep understanding of virtual economies, player psychology, and monetization mechanics

Experience scaling a live ops function/team from a smaller footprint

Bachelor's degree in Business, Marketing, or related