Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Kirsten Thompson

Summary

Dynamic operations leader with extensive experience building and scaling high-performing teams across Sportsbook, Casino, and multiple regulated markets, including the UK, US, and MGA. Proven track record in leading Customer Service, VIP, QA, Training and Content Creation departments, while ensuring operational excellence and compliance. Skilled in utilising data to inform strategy, optimise workflows, and enhance the end-to-end customer experience. Known for fostering player-centric culture that drives satisfaction, loyalty, and long-term value. A hands-on, people-first leader who empowers teams and consistently delivers results in fast-paced, deadline-driven environments.

Overview

7
7
years of professional experience

Work History

Operations Manager

White Hat Gaming
05.2023 - Current
  • Hired for my specialised expertise to build a Sportsbook customer service department from the ground up, including full recruitment, onboarding, and operational setup.
  • Oversaw all core operational functions for Casino and Sportsbook, including Customer Support, VIP Account Management, QA, Training, and Content Management, creating a cohesive and high-performing ecosystem.
  • Worked closely with Risk, Fraud, and Compliance teams to align operational practices with a deep understanding of the full customer lifecycle and the impact of these departments on player experience.
  • Defined and implemented scalable processes, KPIs, and reporting frameworks aligned with client SLAs and regulatory standards across UKGC, US, IOM, MGA, and ONT jurisdictions.
  • Championed a player-centric culture rooted in a deep understanding of player experience, driving satisfaction, retention, and long-term loyalty.
  • Led regular performance reviews and operational health checks, using data insights to identify opportunities for optimisation, automation, and workflow streamlining.
  • Drove strategic decision-making through KPI analysis and impact reporting, ensuring alignment with commercial goals and operational efficiency.
  • Fostered a high-performance, self-sufficient team culture, empowering leaders at all levels while proactively eliminating bottlenecks in a dynamic, scaling environment.
  • Spearheaded the integration of new brands into the operational model, maintaining consistency in service quality, regulatory compliance, and process excellence across multiple jurisdictions.

Operations Manager

Digital Outsource Services
06.2021 - 03.2023
  • Led operations for the Indian market, a high-volume, low player-value environment that, despite its profile, was the highest revenue-generating market at the time.
  • Managed a cross-functional portfolio including Customer Service, Banking, and Quality Assurance teams, with direct responsibility for over 140 employees in a deadline-driven, results-focused setting.
  • Built and maintained strong stakeholder relationships, ensuring strategic alignment between business objectives and operational delivery.
  • Consistently achieved performance targets by applying clear communication, strong prioritisation, effective delegation, and hands-on leadership.
  • Translated strategic goals into actionable plans, fostering accountability, engagement, and performance across all team levels.

Service Manager

Digital Outsource Services
03.2018 - 05.2021
  • Ensured the contact centre operated at an optimal level, consistently delivering strong results and maintaining high service standards.
  • Interpreted and analysed high-level reports to inform data-driven strategies, translating insights into clear operational goals and performance improvements.
  • Maintained consistent and effective communication, both verbal and written, to align teams and drive execution.
  • Monitored team performance against SLAs, provided comprehensive job training, and supported ongoing development to enhance capability and service delivery.
  • Implemented targeted initiatives to improve customer satisfaction scores and overall service quality.
  • Collaborated cross-functionally to resolve complex customer issues, improving interdepartmental communication and accelerating issue resolution.

Skills

    • Strategic leadership

    • Effective communication

    • Analytical reasoning

    • Analytical problem solving

    • Effective relationship management

    • Data reporting

    • Process Improvement

    • Customer Experience

Accomplishments

  • Leadership Development Programme, LeadMe, 05/2025
  • Foundations of Project Management, Google, 01/2022
  • Microsoft Excel Advance & Expert course, 01/2014

Timeline

Operations Manager

White Hat Gaming
05.2023 - Current

Operations Manager

Digital Outsource Services
06.2021 - 03.2023

Service Manager

Digital Outsource Services
03.2018 - 05.2021

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Kirsten Thompson