Job Description, Responsibilities & Requirements
About the Position
Product Engineering Lead, Customer Operations
About Us
At FDJ UNITED, we don't just follow the game, we reinvent it. FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.
We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.
Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?
The Role
The Customer Operations engineering area sits at the heart of our customer experience, covering key journeys across customer support, responsible gaming, player sustainability, and account management. This includes a broad portfolio of customer and agent-facing products - spanning self-service help centres, third-party platforms, and automated solutions such as AI chatbots.
As Product Engineering Lead for Customer Operations, you will report to the Head of Engineering for Gaming & Player Engagement and play a central role in shaping how we deliver for our customers and operational teams alike.
Responsibilities
- Work closely with your Business Owner to translate strategies and requirements into technical deliverables
- Drive outcomes in your area according to priorities set by the Business Owner, taking ownership for the success of your products
- Support the Business Owners with technical expertise, potential solutions, resources for ideation purposes, and cost estimations
- Build a strong team of Product Owners, fostering a culture of accountability, ownership, performance, and innovation
- Ensure that your area has the right structure, capacity, and spoked-in resources to be able to deliver according to expectations
- Lead and motivate the teams and spokes in your area to ensure alignment on key objectives, goals, and deliveries
- Collaborate with other Product Engineering Leads to drive initiatives that span across several Engineering areas
- Keep stakeholders informed on progress and changes to timelines or cost
- Ensure that your area has the right tools to deliver, including licenses, tooling, and test environments
- Make sure all services are maintained and compliant, and that all deliveries follow our standards for security and quality
- Secure that all deliveries in your area follow the Tech Process and architectural guidelines
- Drive continuous improvement and process optimization by leveraging AI, automation, and workflow simplification to enhance efficiency, effectiveness, and customer experience
Requirements
- Several years of experience in people management and leading product or delivery teams in an operationally complex environment
- A strong personal drive and the ability to navigate complex scenarios without having all the answers
- The capability to quickly grasp new information needed to understand and solve technical problems
- Quick to adapt to new situations and enjoy working in a fast-paced environment
- Know how to build successful teams and lead them through change
- A positive and pragmatic attitude, and thrive on making others successful
- A strategic mindset with the ability to translate business objectives into actionable delivery plans
Our Way Of Working
Our world is hybrid. A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organize to improve your deliveries and get the work done in your own way.
Location
Sliema, Malta
Application Process
We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics such as age, gender, origin, religion, sexual orientation, neurodiversity, or disability.
We Offer
- Well-being allowance
- Learning and development opportunities
- Inclusion networks
- Charity days
- Long service awards
- Private medical insurance
- Life assurance and income protection
- Employee Assistance Programme
- Pension
Contact
Nithya K M
Email: [email protected]