Your daily pitch 

Step into a leadership role where you lead a team of Project Managers driving our operational game forward — from tooling (including AI) to training and quality frameworks. You’ll ensure smooth end-to-end project delivery, aligning every initiative with our strategy while keeping stakeholders informed and performance on track.

Your focus will be on optimizing how we operate - improving efficiency, reducing costs, and elevating delivery standards across the board. As a supportive leader, you’ll guide your team’s development and champion consistent project management excellence.

You will also play a key role in influencing and coordinating with other project teams, helping to ensure Tipico stays ahead of the competition.

Your playing field: 

• Partner with the Director of Customer Operations to shape and deliver the Customer Operations tooling strategy and our Training & Quality Framework - keeping us ahead of the game.
• Lead and mentor a team of Project Managers, fostering collaboration, innovation, and continuous improvement.
• Oversee the implementation and optimization of back-office tooling, customer service platforms (including Salesforce), and automation solutions such as bots - driving efficiency and seamless service delivery.
• Guide Training & Quality Project Managers to maintain strong frameworks that support top-level performance and staff development - with a forward-looking mindset toward intelligent automation.
• Own and evolve the internal Project Management process for Customer Operations, ensuring effective governance and consistent delivery standards across all projects.
• Define and track KPIs and performance metrics to measure impact and support data-driven decisions.
• Stay closely connected to Customer Operations objectives and build strong relationships with key teams across the business - including Commercial, Compliance, Product, and Technology — ensuring we work together toward shared success.

Which skills should you bring to the pitch:

• Experience. 5+ years in a similar role leading operational or tooling-focused project teams, delivering impactful and scalable improvements.
• Leadership. Proven people management skills with the ability to coach, develop, and inspire high-performing teams.
• Product Expertise. Strong understanding of product ownership principles — from concept to implementation — including development lifecycles, back-office systems, and cross-functional alignment.
• AI & Automation. Experience or strong interest in integrating AI and automation into operations, with examples of driving innovation through new technologies.
• Data & Reporting. Confident using data analytics and reporting to inform decisions, track performance, and support continuous improvement.
• Tooling Mindset. Passionate about improving operational tools and empowering teams to work smarter and more efficiently.
• Salesforce. Experience with Salesforce or similar customer service management platforms is a strong advantage.
• Ways of Working. Exceptionally structured and organised, with the ability to streamline processes, manage priorities, and ensure high-quality delivery.

What We Offer

• Established International Group. We have a solid foundation on which to grow.
• Personal and Professional Growth. We offer you opportunities to develop and grow to unlock your potential.
• Relocation Support. To make your move to Malta as smooth as possible.
• Competitive Package. We care for our employees, offering an indefinite 
  contract, competitive salary, insurance (private health, dental, private accident, sickness and life), and free parking.
• On-site childcare. We’ve got a game plan to support you and your 3+ year old kids.
• Sports Incentive. We want you to remain active and will subsidize a gym membership of your choice.
• Modern offices. Our very own Tipico tower provides an open-plan space with the latest technology.
• Events. Sponsored Charity and Team gatherings, we like to have fun together as one team and reinforce our connections.
• Supportive Environment. We believe in collaboration and working together 
  as a team but we also give importance to the uniqueness of each and every one of us.

Think a career at Tipico is right for you? Apply now and join our dynamic team.

If you have any questions or comments about this role, our Talent Acquisition team is happy to help you! Feel free to reach out to us on our social media channels.

We look forward to your application!