Job Description

Head Of Operations | Chief Operating Officer | COO

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Join NextBet, Australia's Fastest-Growing Online Bookmaker

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Lead operations across client management, customer service and trading for a fast scaling wagering business

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Build the processes and accountability structures that let three teams run as one

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Flexible hybrid working

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About Us

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NextBet is an Australian wagering and technology company on a mission to become the leading challenger brand in the market. We build our own technology in-house, giving us full control over the products we ship and the experiences we create, rather than relying on third-party platforms. We're growing fast through strategic acquisitions and a focus on an underserved segment of punters who want more than the mass-market experience, backed by a genuine Daily Fantasy Sports offering that's the only one of its kind in Australia. It's a hands-on, high-growth environment where the work you do has a direct impact on the company's trajectory.

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Committed to Responsible Gambling

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We are committed to responsible gambling to ensure our customers enjoy a safe and entertaining experience.

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About the Role

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We're looking for an experienced Head of Operations to lead our client management, customer service and trading teams. You'll bring these functions together under one operational strategy, with clear processes and accountability at every level, so performance is consistent and easy to track.

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This is a senior leadership role. You'll set direction for each team,



build the systems that keep them accountable to their targets, and make sure day-to-day execution ties back to commercial goals. You'll work closely with the leadership team to shape how the business scales.

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As our operations run 24/7, you'll need to build structures and rosters that keep the business covered around the clock, without burning out your teams.

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Key Responsibilities

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Own the operational performance of client management, customer service and trading, setting clear KPIs and building the reporting and accountability structures to track them

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Design and implement processes that standardise how each team operates, from escalation handling to trading workflows to managed client pipeline management

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Build and lead the management structure across these teams, including hiring, coaching and performance management

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Ensure trading operates efficiently and commercially, working with the trading team to manage risk and pricing decisions in line with business objectives

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Drive customer service standards that support retention and protect the brand, including response times, consistency, quality, and escalation handling

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Set client management strategy and targets,



with processes in place to track individual and team activity

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Identify and resolve operational bottlenecks between teams, particularly where client management, customer service and trading intersect

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Report on operational performance to senior leadership, with clear visibility on what's working and what needs attention

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Build rosters and processes that maintain 24/7 coverage without compromising team wellbeing

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Key Skills and Experience Required

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Proven experience leading operations in an online wagering business, ideally across sales, customer service and trading

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Track record of building processes and accountability frameworks from the ground up, not just operating within existing ones

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Solid understanding of trading and risk management within a wagering context

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Track record of building and leading multi-function teams, with strong people management experience

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Commercial acumen, with a focus on profitability and sustainable growth

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Ability to set strategy and translate it into repeatable, measurable operational execution

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Experience managing 24/7 operations, including rostering and coverage planning

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Sound judgement on responsible gambling and regulatory obligations

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Competitive salary plus bonus structure

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Real influence over how the business operates and scales

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Opportunity to lead a motivated, high-performing team at a critical growth stage

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Fun and vibrant work environment surrounded by 24/7 racing and sports

📌 Head Of Operations | Chief Operating Officer | COO (New South Wales)
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📍 New South Wales