• Co-own and evolve the product vision and roadmap for Chat and Player Support Tools in close collaboration with the Lead Product Owner and other Product Owners.
• Contribute to long-term product strategy by identifying opportunities to improve player assistance, support efficiency, and overall chat experience.
• Align chat and support tooling initiatives with broader Live Casino product goals, player experience strategy, and operational priorities.
• Leverage support metrics, operational data, and insights — in collaboration with Business Intelligence teams — to inform strategic product decisions and roadmap planning.
• Own day-to-day product execution for chat tools and support workflows, working closely with Developers, Designers, QA, and Customer Support teams.
• Partner directly with Customer Support and Technical Support teams to deeply understand workflows, bottlenecks, and pain points, translating them into actionable product requirements.
• Collaborate with other Product Owners to ensure a consistent and optimized player experience across chat interactions and product touch points.
• Create clear, detailed, and unambiguous product specifications, user stories, and acceptance criteria.
• Maintain and prioritize the product backlog, ensuring alignment with support impact, player experience value, and team capacity.
• Actively participate in planning, refinement, reviews, and retrospectives to drive high-quality and predictable delivery.
• Resolve functional and prioritization questions during development to keep teams focused and unblocked.
• Support release planning and ensure new chat features and support tools are fully operational before rollout.
• Validate new tools and enhancements through usability, performance, and operational checks, incorporating feedback from support specialists and agents.
• Continuously iterate on delivered features based on real usage, feedback, and support KPIs.
• Contribute to the definition, evaluation, and optimization of customer and technical support procedures and workflows.
• Manage and evolve third-party integrations required to extend and enhance the support tool ecosystem.
• Actively leverage AI-powered solutions and modern technologies to improve chat interactions, automation, support efficiency, and player satisfaction.
• Maintain clear, structured, and up-to-date product documentation, including specifications, workflows, and operational guidelines.

• 5+ years of experience as a Product Owner working with software development teams.
• Hands-on experience with chat systems, customer support tools, or player-facing communication products.
• Experience working closely with Customer Support or Operations teams in high-volume, service-oriented environments.
• Strong ability to translate support, operational, and business needs into clear, scalable product solutions.
• Excellent analytical skills, with experience using data and support metrics to drive prioritization and product decisions.
• Experience working with cross-functional, distributed teams in an Agile environment.
• Ability to operate effectively in a fast-paced environment while maintaining accuracy and attention to detail.
• Strong verbal and written communication skills, with the ability to align and influence diverse stakeholders.
• Full professional fluency in English.

• Experience working with AI-driven tools, automation, or conversational interfaces.
• Familiarity with customer support KPIs such as response time, resolution time, CSAT, or similar service metrics.
• Experience integrating or managing third-party support or chat platforms.
• Experience working with Live Casino products or ecosystems.
• Strong understanding of player experience and service quality in digital or gaming products.
• Confidence to challenge requirements and propose simpler, more scalable solutions.
• Strong sense of ownership over outcomes, not just delivery.
• Experience working with regulated or compliance-driven products.

• Engaging projects utilizing the latest technologies within a dynamic international team.
• Opportunities for both professional growth and personal development.
• Manage the creation of winning iGaming products that have a global impact.
  

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