Associate - Sportsbook Operations (Overnight)

Hard Rock Digital; United States; Remote; USD 45,000 - 60,000; Full time

Benefits offered by this job

Competitive pay and benefits

Flexible vacation allowance

Startup culture backed by a secure,全球化

Job summary

Hard Rock Digital is building a team for its new sportsbook operations group. The role centers on delivering exceptional customer experiences while addressing frontline tech, process, and trading issues that affect sportsbook performance.

Successful candidates will stay level-headed under pressure, coordinate cross-team efforts, and deeply understand the lifecycle of sportsbook issues from inquiry to fulfillment, with a strong emphasis on compliance and KPI awareness.

Qualifications

• Passion for sports and customer experience.
• Ability to stay calm under pressure and coordinate multiple teams.
• Strong attention to detail and problem-solving capabilities.
• Familiarity with service level agreements and KPIs is a plus.

Responsibilities

• Keep the customer experience at the forefront of every decision.
• Coordinate and challenge teams to prevent negative customer experiences.
• Understand the lifecycle of sportsbook issues from query to fulfillment.
• Learn and apply compliance regulations and SLAs to improve service quality.

Job description

What are we building?

Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — we care about each customer interaction, experience, behavior, and insight, and strive to ensure we're always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us?

What’s the position?

We are looking for associates to work in our new sportsbook operations team. You will be working on the front line of all tech, process and trading issues that impact sportsbook.

In this position you will:

• have our customers' experience at the forefront of your mind at all times

• take control in coordinating, instructing and challenging the necessary teams to mitigate against negative customer experience

• have full understanding of the life cycle of sportsbook issues – from customer service query to customer fulfillment.

• become an expert on the compliance regulations,

• be trained to know all of our service level agreements and key performance indicators inside out. You will brief stakeholders on the impacts of any issues and help the business use the lessons learned to continuously improve how we serve our customers.

What are we looking for?

We are looking for someone with a passion for sports, and an equal passion for creating unparalleled customer experience, to be a success in this role you will be:

• be prepared to work overnight flexible hours to mirror the sporting schedule.

• the person 'who can keep their head when all about you are losing theirs'.

• a level-headed problem solver who understands that small friction points can have a material impact on overall customer experience.

• a diligent, detail focused individual who has a capacity to retain, document and utilise complex information.

• strong, knowledgeable and articulate in a crisis. Ideally you will have had some exposure to sportsbook but if not your passion for sports and or betting will do just fine!

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits

• Flexible vacation allowance

• Startup culture backed by a secure, global brand

Roster of Uniques

We care deeply about every interaction our customers have with us and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)