Ogadinma Nwaeze

Product Manager with 5+ years of hands-on experience in iGaming operations, sportsbook platforms, and customer journey optimization. Certified in Product Management (TechCrush, 2025) with a deep understanding of betting workflows, player behavior, platform performance, and cross-functional collaboration across Product, Tech, CRM, Risk, and Operations teams. Combines frontline iGaming expertise with formal PM training to bridge the gap between player experience and product strategy.

Conceptualized and developed PlayBUDDY — an AI-powered iGaming companion product — from problem identification through user stories, sprint planning, and market analysis.

Product Operations Lead / Customer Support Team Lead at Surebet247 (2025-07 – Present)

• Oversee daily product operations across sportsbook and gaming platforms, monitoring player activity, platform performance, and operational issues in real time.
• Act as the primary liaison between Product, Engineering, CRM, Risk, and Operations teams — coordinating issue resolution and ensuring smooth platform delivery.
• Lead and manage a team of 15 support agents across live chat, email, and social channels — implementing QA reviews, CSAT tracking, and KPI monitoring frameworks.
• Analyze player behavior patterns and support ticket data to surface product insights and drive improvements to the player journey and platform experience.
• Reduced escalations by approximately 50% through proactive cross-functional collaboration with Product and Engineering to resolve recurring platform issues.
• Led CRM migration and agent onboarding with minimal service disruption — ensuring continuity of player support operations throughout the transition.
• Support retention, engagement, and customer experience initiatives by identifying friction points in player journeys and recommending product-level fixes.

Customer Support Specialist — Sportsbook & Casino at Surebet247 (2022-12 – 2025-06)

• Managed 100+ daily player interactions across sports betting, casino, and live events — maintaining a 95% CSAT score across all channels.
• Supported account management, deposits, withdrawals, KYC verification, bet placement, bonus claims, and promotional workflows across the full player journey.
• Handled sensitive escalations involving payment disputes, account security breaches, and VIP player issues — resolving complex cases within defined SLAs.
• Identified recurring platform issues and player pain points, escalating product-level feedback to improve workflows and reduce repeat contacts.
• Developed deep expertise in sportsbook operations, casino mechanics, live events workflows, and promotion structures across multiple betting verticals.

Virtual Assistant (Customer & Executive Support) at ALX Africa (2022-08 – Present)

• Provided executive and customer support remotely across multiple digital platforms, managing documentation, reporting, and client communications with high accuracy.
• Developed operational workflows and reporting structures that improved team efficiency and information flow across distributed teams.

Mystery Shopper at Connectifile Limited

Customer Service Representative at Extended Visuals (Graphics & Media)

Personal Assistant to Managing Director at Jackfit International Ltd

B.Sc in Biochemistry