Operational Excellence Specialist

Join Novibet as Operational Excellence Specialist!

Are you ready to take on a key role in a dynamic, fast-growing company? If you have a passion for Customer Excellence and thrive in a fast-paced environment, this could be the right opportunity for you.

Who We Are

Founded in 2010, Novibet is an established GameTech company operating in Europe, the Americas, and ROW countries (Greece, Brazil, Ireland, Finland, Mexico, Chile, Ecuador, Cyprus, and New Zealand), with hubs in Greece, Malta, Brazil, and Mexico and 1200+ employees across all countries of operation. We are committed to staying at the forefront of technological advancements, continually pushing boundaries and delivering seamless entertainment and online gaming experiences to our rapidly expanding customer base.

Why Novibet

At Novibet, you are empowered to excel, prioritising growth through listening and learning as part of a group of forward-thinkers and doers continuously adapting to new challenges. We are equally committed to fostering a positive, inclusive, and supportive workplace culture that empowers every individual to thrive.

Join us, and you will be part of a team of over 1,200 people worldwide that values collaboration, innovation, and personal growth.

What We are looking for

As an Operational Excellence Specialist at Novibet, you will be responsible for enhancing our operational efficiency and elevating the customer experience. Reporting directly to the Operational Excellence Lead, your objective is to execute the full Operational Excellence Cycle. You will drive targeted improvements focused on customer experience, process efficiency, and cross-team collaboration, ultimately ensuring performance, quality and growth.

What you will work on

• Deep dive into contact reasons, Net Promoter Score (NPS), and Customer Satisfaction (CSAT) metrics alongside qualitative data. Clearly document these findings, trends, and actionable insights into the comprehensive VoC Report, operational dashboards, and stakeholder presentations to ensure a continuous feedback loop.
• Perform daily examination and updates of data, conducting granular comments analysis of customer feedback and in-depth communication reviews (e.g., interaction analysis).
• Extract and analyze data from our operational stack (Zendesk, Genesys, EdgeTier, Helvia etc.) to identify process gaps, investigate root causes, and support continuous improvement initiatives.
• Redesign customer journeys to improve satisfaction and reduce handling time. Map out "as-is" processes to identify friction points and perform detailed root cause analysis based on the findings from the VoC reports
• Drive customer initiatives from the ideation phase all the way to production. Design precise pre- and post-implementation reporting to accurately measure their success
• Partner directly with key internal stakeholders (Product, QA, WFM, Tools & Optimization, Marketing etc.) to bridge the gap between frontline operations and broader business initiatives. Facilitate seamless communication, drive project alignment, and foster shared accountability for the end-to-end customer experience.

What you bring

• Prior experience in a similar role is preferred, or at least 2 years of experience in a 360-view customer operations role (e.g., QA, Team Leader).
• A Bachelor's degree in Business Administration, Economics or a related analytical field is a strong plus
• Strong ability to read behind the numbers. Solid understanding of VoC frameworks and customer experience metrics (NPS, CSAT).
• Hands-on experience with CRM and support platforms (familiarity with Zendesk, Genesys, EdgeTier, or Helvia is a strong advantage).
• Proven ability to work closely with diverse teams (QA, WFM, Product) to deliver solutions.
• Fluent in Greek and English (both written and oral), with the ability to present ideas clearly.
• Customer-centric approach with an agile mindset is a must-have

What we offer

We truly value our people at Novibet! Within our vibrant, dynamic, and fast-paced environment, we encourage everyone to reach their full potential while enjoying every step of the journey. Here’s how we make that happen:

• 💰Competitive Compensation: Attractive salary and bonus scheme
• 🧑‍⚕️Health insurance: Group health & medical insurance package
• 💻Top-Notch Equipment: All the tools you need for your role
• 🚀Career Growth: Focused career development, performance management, and training opportunities
• 🌍Inclusive Environment: A welcoming, international, and multicultural team
• 🎉Engaging Activities: Exciting events, sports, and team-building activities

At Novibet we value diversity and are committed to an inclusive and equitable workplace. All decisions regarding recruitment, hiring, promotion, compensation, employee training and development, and all other terms and conditions of employment, are made without regard to race, religious beliefs, color, gender identity, sexual orientation, marital status, disability or chronic disease, age, ancestry or place of origin.