Ombudsman Manager at Kaizen Gaming

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Job Description

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 17 markets.

We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let’s start with the role:

The Ombudsman Manager will play a strategic role in managing and resolving customer disputes, ensuring accuracy and effectiveness. They will be responsible for leading continuous improvement initiatives, addressing systemic issues, and managing the BPO’s performance from a qualitative perspective.

Furthermore, this role will collaborate with internal stakeholders to develop action plans focused on enhancing customer experience and improving internal processes.

As an Ombudsman Manager you will:

Manage continuous improvement initiatives to address and solve systemic issues;
Serve as a customer advocate focused on enhancing the customer experience;
Analyze complaint trends and develop targeted improvement action plans;
Lead continuous improvement meetings with Kaizen stakeholders and managers;
Monitor ombudsman complaint trends;
Lead meetings with Kaizen stakeholders at management level.

What you’ll bring:

Previous experience managing customer experience departments;
Experience working for Ombudsman centers will be considered a plus;
Strong communication skills;
Bachelor’s degree (must be completed);
Professional-level English proficiency.

Kaizen Gaming Perks

💸 Competitive salary package and bonus scheme;

👩‍⚕️ Private health insurance for you and your family;

💰 Monthly meal allowance;

🏃 A buddy will support you with your onboarding;

📚 Unlimited access to Udemy & continuous training for all your learning and development needs;

⭐Clear career paths and a developmental 360° feedback framework.

#LI-Hybrid

#LI-Promote

We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

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Estimated Salary Range

Our AI-powered salary intelligence estimates this position’s salary to be between $60,000 - $80,000. The actual salary may vary based on factors such as experience, location, and market trends.

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