Automation & Tooling Manager

The Automation & Tooling Manager leads the development, optimisation, and governance of automation, tooling, and AI capabilities across Patrianna’s Customer Service, Player Operations, and related functions. The role ensures that frontline teams operate with world‑class efficiency by scaling intelligent automation, enhancing system performance, and introducing innovative solutions that improve both player experience and operational effectiveness.

• Lead and develop a high‑performing team focused on Zendesk, Retool administration, and CS/Player Ops tooling, fostering a culture of ownership, transparency, and high performance.
• Own the configuration, optimisation, and maintenance of key CS and Player Ops platforms, ensuring strong governance, security, and compliance.
• Partner with Engineering, Data, and Product teams to deliver robust system integrations and technology architecture.
• Design and deliver automation solutions that reduce manual workload, improve agent efficiency, and enhance the player experience using data‑driven insights.
• Own and continuously improve workflows, routing logic, macros, triggers, bots, and self‑service tools across CS and Player Ops environments.
• Lead the strategy and rollout of AI‑powered solutions within CS and Player Ops, collaborating with internal AI teams to deploy LLM‑driven capabilities.
• Drive change management, training, and adoption to ensure AI tools deliver measurable impact.
• Work closely with CS Leadership, Player Ops, Training, QA, Insights, and Product to align tooling and automation with operational goals.
• Communicate changes, updates, and performance impacts clearly and proactively, championing frontline needs and technology decisions that support service quality and speed.

• Technical Skills
  • Strong knowledge of Zendesk (Support, Guide, messaging, automation, routing, analytics) and Retool.
  • Deep understanding of service operations workflows and escalation processes across CS and Player Ops.
  • Experience with LLMs, AI‑based tooling, and automation platforms.
  • Familiarity with APIs, integrations, and basic scripting or data tooling (JSON, Python, SQL) is beneficial.
• Leadership & Behavioural Competencies
  • Clear, concise communicator with strong stakeholder management skills.
  • Highly organised and able to prioritise in a fast‑paced, high‑expectation environment.
  • Strong strategic thinker with a bias for action and measurable outcomes.
  • Passionate about continuous improvement and operational optimisation.
  • Demonstrates Patrianna values:
    Passion, Performance, ownership, and collaborative behaviour.

• Increased operational efficiency through impactful automation initiatives.
• Strong adoption and measurable performance gains from AI‑driven tools.
• Consistent improvements to player satisfaction and service quality.
• Stable, well‑documented, and scalable CS and Player Ops tooling ecosystem.
• Effective cross‑functional relationships and predictable delivery of tooling improvements.
• High engagement and performance within the automation and tooling team.

• Background in Customer Service, Player Operations, tooling, automation, or service technology roles.
• Experience managing or mentoring technical or operational specialists.
• Proficiency with Zendesk, Retool, or similar enterprise support platforms.
• Experience delivering automation and AI‑driven initiatives at scale.