Senior Product Manager - Igaming

I define and execute casino strategy, aligning acquisition, retention, revenue priorities, and player needs. I develop casino offers and sportsbook-to-casino cross-sell campaigns, monitoring offer cost, risk exposure, return rate, and player acceptance to improve mechanics and protect margin.

I designed a proprietary Bonus Engine–CRM tool for bonus rules, eligibility criteria, and player crediting. This reduced bonus crediting and player segmentation failures by 28% and lowered related player complaints.

I coordinate gaming-provider integrations, game releases, promotions, tournaments, and bonus structures. I work closely with Technology, Marketing, Compliance, Finance, and Operations, using Metabase, Google Analytics, Microsoft Clarity, and A/B testing to analyze player behavior and prioritize product improvements.

I managed casino and live-casino content for Bandbet.bet.br, coordinating providers, organizing the game portfolio, and optimizing the platform experience.

I created casino offers and sportsbook-to-casino cross-sell initiatives, tracking cost, risk, return rate, and player acceptance. I used player behavior insights to improve engagement and retention while aligning content and offers with Brazilian regulatory developments.

I led a team of 28 professionals and oversaw operations for a white-label platform serving multiple Brazilian sportsbook and casino operators. I implemented standard operating processes, managed SLAs, and aligned client requirements with operational readiness.

I owned sportsbook product management and worked with LSports and Betgenius on betting markets, data-feed reliability, and feature improvements. I also led direct casino-provider integrations, securing improved commercial rates and faster provider response times.

I built and managed a B2B customer service operation for international sportsbook and casino brands serving Brazilian players, including bet90.com, spinbookie.com, premiwin.com, and pitaco.bet.

I handled account administration, verification queries, payment issues, and escalations according to each operator's processes. I introduced a quick-reply system that matched customer questions with suggested responses, enabling faster and more tailored support across channels.

I also provided operator partners with player feedback to support product and operational improvements.

I managed operations for multiple European sportsbook and casino brands focused on Brazilian player acquisition, retention, and localization.

I monitored operational KPIs across fraud prevention, player onboarding, and customer support. I worked with risk teams to identify suspicious accounts and bonus abuse patterns.

I coordinated CRM strategies, player segmentation, and bonus planning using behavioral insights to support player lifetime value.

I led customer service operations, overseeing team performance, escalations, service improvements, and reporting structures.

I introduced communication channels and operational reporting processes to improve service delivery. I collaborated with Product and Technology teams to report and resolve recurring platform usability issues.

I supported players through email, live chat, and ticketing channels on platform usage, promotions, payments, and account-related issues.

I resolved customer queries while escalating complex cases when needed and maintained clear communication with players throughout the support process.

Bachelor's Degree in Biomedicine. Located in Campina Grande, Paraíba, Brazil.

English language course completed in Campina Grande, Paraíba, Brazil.