Senior Product Manager - Player Account Management (PAM) iGaming

Flexible Europe/UK base with travel.

What You Will Own

• Product Vision and Platform Strategy: Set the North Star for a modular, multi‑market PAM: fast onboarding, airtight compliance, resilient wallet/ledger, efficient payments, and extensibility for bonuses and CRM. Shape the domain model and core capabilities at a product level: player identity, session/SSO, KYC/EDD workflows, wallet/ledger behaviours, limits, self‑exclusion, cashier, withdrawals, dispute and chargeback handling, and auditability. Slice work into vertical increments that prove the system end‑to‑end (e.g. register → verify → deposit → play session → withdraw) to surface risks early.
• Commercials and ROI: Build business cases and budgets: PSP fees, KYC/AML costs, fraud loss assumptions, bonus liability, ops headcount, hosting/observability, and certification costs. Track and improve unit economics: payment acceptance rate and cost per transaction, verification pass time/cost, chargeback rate, withdrawal SLA, bonus ROI, cost‑to‑serve per active player.
• Build vs Buy and Vendor Ecosystem: Lead RFPs and negotiate with KYC/AML vendors, PSPs/orchestrators, fraud tools, device fingerprinting, messaging/CRM, and reporting partners.
• Regulatory, Certification, and Risk: Own the product requirements matrix per jurisdiction (e.g. UKGC, MGA, NJ DGE, ON AGCO). Plan and execute lab certifications (e.g. GLI, eCOGRA, iTech Labs) in partnership with Engineering and Compliance.
• Operational Readiness: Specify the back‑office console: case management for KYC/AML, payment approvals, limits/exclusions, bonus granting, refunds, manual adjustments with dual control and full audit logs. Design reconciliation flows, dispute/chargeback handling, incident response, and support playbooks; align with Finance, Risk/Fraud, and CS.
• Data, Observability, and Experimentation: Define the event taxonomy and data contracts for funnels, risk signals, and regulatory reporting. Baseline KPIs; run pilots and A/Bs where appropriate without slowing certification or compliance.
• Delivery Leadership: Write BRDs, user stories, acceptance criteria; run backlog rituals with engineering; accept features in environments that mimic production and meet NFRs (latency, reliability, observability, RTO/RPO). Make trade‑offs explicit and evidence‑based.
• Stakeholder Management: Partner daily with Compliance/Legal, Payments/Finance, Risk/Fraud, Marketing/CRM, VIP, CS, and Data/BI. Communicate clearly from the board to the squad; set OKRs, publish roadmaps, and create transparency on risks, costs, and timelines.

Experience We’re Looking For:

• 7-10+ years in product management with a track record of taking complex, regulated, transactional products from concept to live. iGaming PAM experience is ideal; high‑scale fintech/payments/wallets also relevant.
• Direct ownership of at least two greenfield or replatform deliveries in areas such as: KYC/AML flows and case tooling, payment orchestration and PSP integrations, wallet/ledger and reconciliation, responsible gaming controls, regulatory reporting and audits, bonus/promotion engines.
• Proven commercial and operational outcomes: improved acceptance rates and fee mix, reduced verification time/cost, lower chargebacks/fraud loss, faster withdrawals without compliance breaches, increased retention/LTV, successful lab/regulatory certifications.
• Hands‑on operator: you draft BRDs and stories, join vendor calls, sit with Customer Support/Fraud to hear pain first‑hand, validate hypotheses with data, run UAT yourself, and jump into incident triage with engineering when needed.
• Fluent partnering with senior engineers on APIs, event‑driven architectures, data models, and non‑functional requirements.
• Comfortable building under regulatory scrutiny and fixed certification windows; a no‑surprises communicator with execs and cross‑functional leaders.

How Success Will Be Measured:

• Business: registration‑to‑FTD conversion, payment acceptance %, withdrawal SLA, retention/LTV, bonus ROI, cost per transaction, fraud/chargeback rate.
• Delivery: on‑time achievement of certification milestones, defect escape rate, incident frequency/MTTR, scalability and latency targets under load.
• Compliance/ops: audit findings resolved, reporting completeness/accuracy, reconciliation variances, Customer Support ticket rate per active player.

Package:

• Salary: Highly negotiable for the right candidate.
• Benefits include: Private Medical Insurance, Provident Fund, Insured Benefits: Group Life / Income Protector / Funeral Fund / Capital Disability, Canteen, Gym, Concierge, Learning & Development, and more.

For a confidential discussion please apply online and we will be in touch straight away.