Copy of Continuous Improvement Manager

The Continuous Improvement Manager is a senior leadership role within the Operations function, responsible for building and steering a team of CI specialists and analysts. Reporting into Operations leadership, this role drives efficiency, quality, automation and customer experience improvements across the business — with a direct impact on how Super Technologies operates at scale.

What the role involves

Lead and develop the Continuous Improvement team

• Lead a team of Continuous Improvement analysts and specialists, setting clear priorities, objectives and success criteria for each initiative.
• Act as the quality gate for the team's work: review process maps, diagnostics, business cases and solution designs, challenging assumptions and ensuring methodological rigour.
• Coach and develop the team on Lean, Six Sigma, customer journey and problem-solving frameworks, raising the overall capability of the function.

Govern and steer the improvement portfolio

• Own the CI portfolio: prioritise initiatives by impact, risk and effort, ensuring focus on what truly moves the needle.
• Guide the team's process mapping and diagnostic work — defining scope, reviewing outputs, pressure-testing root-cause analyses and validating proposed solutions.
• Establish governance rituals (steering committees, portfolio reviews, KPI dashboards) that give leadership full visibility of progress, risks and benefits realised.
• Ensure sustainment of gains through control plans, KPIs and post-implementation reviews.

Drive automation and AI-led initiatives

• Lead the identification and delivery of automation and AI opportunities across operations.
• Partner with Data, Product and Engineering teams to scope, prioritise and deliver automation solutions.

Improve the customer journey with Product

• Partner with Product teams to translate operational insights into customer experience improvements across the end-to-end player journey.
• Use journey maps, pain-point analysis and customer feedback (CSAT, VoC) to prioritise CX-led initiatives with measurable impact.
• Act as a bridge between Operations and Product, ensuring that operational pain points inform the product roadmap and vice versa.

Stakeholder leadership

• Lead regular working sessions and steering meetings with managers and senior stakeholders across the business.
• Build strong, trust-based relationships with peers across Operations, Product, Technology, CX and Compliance.
• Translate complex operational and technical topics into clear narratives for executive audiences, driving decisions and alignment.

What we are looking for

• Solid, hands-on mastery of Continuous Improvement and Operational Excellence tools (DMAIC, VSM, SIPOC, Ishikawa, 5 Whys, FMEA, Pareto, A3, Kaizen, visual management, SPC) and a clear understanding of when to apply each one.
• Proven track record of leading and delivering multiple end-to-end improvement projects in complex operations, with measurable impact on cost, quality, SLA or customer experience.
• Experience leading and developing a team of analysts and specialists — setting direction, reviewing deliverables, coaching on methodology and ensuring quality of execution.
• Experience leading automation and/or AI-driven projects (RPA, low-code, workflow automation, generative AI, ML-based decisioning) from opportunity identification through to deployment and value capture.
• Strong knowledge of customer journey design and experience working alongside Product teams to improve CX.
• Highly data-driven: confident with advanced Excel and BI tools (e.g. Tableau) to challenge hypotheses and validate impact.
• Comfortable leading meetings and working sessions with senior stakeholders, driving alignment, making decisions visible and holding the room accountable for next steps.
• Ability to build clear, evidence-based business cases and follow through until results show up in operational KPIs.
• Fluent in English (required); additional languages such as Portuguese are a plus given our international footprint.
• Hands-on, pragmatic mindset with high autonomy and comfort operating in a fast-paced, high-growth, international environment.

Nice to have

• Previous experience in iGaming, fintech, e-commerce, contact centre or other large-scale digital operations.
• Familiarity with BPM platforms, process mining tools or workflow orchestration tools.
• Exposure to Agile delivery models and working within product-led organisations.

What we offer

• Medical / Health Insurance
• Open Annual Leave
• Employee Assistance Programme
• Training & Learning Development

Additional benefits vary by country and will be shared during the hiring process.