Studio Operations Manager

We are partnered with a leading provider of premium online gaming software solutions, renowned for its extensive portfolio of proprietary Live Casino games. Since its inception, the company has successfully launched more than a dozen Live Dealer studios across the globe and continues to drive innovation and growth within the industry.

As part of its next phase of expansion, the business is launching a brand-new studio in Medellín and is seeking an experienced Studio Operations Manager to play a pivotal role in its success.

The Role

This is a high-impact leadership position responsible for overseeing the day-to-day operations of a live streaming studio, ensuring stable and uninterrupted 24/7 performance. You will lead large on-site teams through multiple management layers and take ownership of operational execution, people leadership, and service quality.

Working closely with technical and central operations teams, you will also play a key role in supporting studio growth, expansion initiatives, and continuous operational improvement.

Key Responsibilities

Operations Management

• Manage, oversee, and lead a team of managers to ensure the smooth and uninterrupted operation of the 24/7 Live Streaming Studio.
• Direct teams to ensure continuous operation of the production facilities while meeting the company’s SLA requirements.
• Ensure operations align with company objectives, support continuous improvement initiatives, and consistently drive new achievements.
• Oversee facility-based projects related to the launch and expansion of studios.
• Manage project timelines, budgets, and roadmaps in coordination with relevant teams.

People Management & Performance

• Lead and maintain accountability for work across all studio teams, including the Support Manager and Support Operations team.
• Own team scheduling and shift rotations, ensuring optimal coverage, balanced workloads, and alignment with operational demands.
• Drive performance outcomes across all teams, shifts, and management layers, including appraisals, performance plans, gap identification, and corrective actions.
• Maintain clear, consistent, and organised communication with local team managers.
• Develop and implement operational SOPs for the live streaming studio.
• Ensure the consistent execution of workflows and operational processes across all shifts.
• Foster a safe, secure, and comfortable working environment for all studio employees.

Technical Oversight

• Ensure all studio equipment and technical infrastructure are properly maintained, fully functional, and operating at the highest possible standard.
• Drive rapid and effective issue resolution during live operations in close collaboration with technical and network teams.
• Take ownership of technical incidents, ensuring root causes are identified, addressed, and prevented from recurring.

Quality Assurance & Reporting

• Ensure quality and service standards are consistently upheld, taking ownership of SLA compliance and error-rate performance across all shifts and teams.
• Monitor studio activity in real time, identifying errors, operational issues, and performance deviations and ensuring prompt resolution.
• Recommend and implement process and system improvements to enhance operational stability, quality, and efficiency.

Client & Stakeholder Communication

• Maintain structured, professional, and ongoing communication with clients, global management, and internal stakeholders.
• Present regular operational updates and KPI reports to global management and relevant stakeholders.

Requirements

• Bachelor’s degree or higher.
• Proven experience managing large-scale operations, including leadership of 150+ employees across multiple teams or shifts.
• Previous experience in Live Casino operations.
• Demonstrated ability to manage fast-paced 24/7 operations.
• Highly organised, with the ability to plan, structure, and manage complex operational workflows.
• Strong data-driven operational skills, including advanced Excel proficiency and experience measuring SLAs, quality, and team performance.
• Solid people-management skills, including performance management, prioritisation, and decision-making under pressure.
• Fluent in English and Spanish (written and spoken).

Desirable Experience

• Experience working with Power BI.
• Experience working with Jira.
• Background in live video streaming or broadcast operations.
• Experience in IT or other technical operations, including networking, systems, or infrastructure.