Head of Live Operations

Kerma Games builds the technology that powers modern, social-first gaming experiences. Through our proprietary sportsbook and casino engine, we enable partners to launch their own fully branded, legally compliant gaming products — combining real social interactions, predictive gameplay, and casino entertainment in one unified experience.

As part of our expansion, we are launching our Live Casino Studio in Monterrey, where we will produce and stream high-quality English-language content for international markets. Our studio will feature four live gaming tables, including blackjack, baccarat, roulette, and craps, delivering a dynamic live casino experience.

We are looking for a highly organized, hands-on Head of Live Operations to lead the setup, launch, and day-to-day operations of our new studio. This is a key leadership role responsible for building the team from the ground up, overseeing hiring, training, scheduling, performance management, and ensuring smooth 24/7 operations.

Responsibilities:

• Develop and document processes, workflows, and best practices for long-term scalability.
• Monitor KPIs, performance metrics, attendance, and overall team effectiveness.
• Foster a positive, professional environment and lead the full operational setup of the studio during the pilot phase and beyond.
• Oversee recruitment, onboarding, and training of live dealers, supervisors, and support staff.
• Build and manage shift schedules for a 24/7 operation across multiple departments.
• Ensure consistent operational performance, quality standards, and compliance with company guidelines.
• Collaborate with technical teams to maintain a smooth production and streaming environment.
• Serve as the primary point of contact for the Monterrey studio.

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Qualifications:

• 5+ years of experience in operations, team leadership, or production environments.
• Proven ability in managing large teams or multi-shift operations (24/7 preferred).
• Experience in hospitality, gaming, call centers, BPO, media production, or entertainment is a strong plus.
• Strong communication skills in English.
• Ability to create structure, processes, and team dynamics from scratch.
• Excellent organizational, problem-solving, and decision-making abilities.
• Comfortable working on-site and managing a hands-on operation.
• Prior involvement in launching new operations, studios, or service lines.