Senior Coordinator - Casino Operations

Ali Aydi; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Hard Rock Digital is seeking an Incident Manager to own escalated casino incidents and drive resolution across operations, compliance, and platform health. You will coordinate with internal teams and external vendors, while leveraging automation and AI to improve efficiency.

The role emphasizes structured problem solving, clear communication, and continuous improvement of systems and processes to keep gaming platforms running smoothly.

Qualifications

• Experience in iGaming or compliance-heavy industries.
• Track record of incident management across multiple teams.
• Hands-on scripting or automation experience.
• Interest in applying AI tools to operations.
• Familiar with Jira and Confluence.
• Excellent written and verbal communication.
• Core hours are daytime with occasional on-call weekends.
• Curiosity and drive to improve systems and processes.

Responsibilities

• Investigate and resolve escalated casino incidents.
• Coordinate across internal teams and external vendors.
• Manage compliance activities across jurisdictions.
• Use AI and scripting to automate repetitive tasks.
• Identify third-party platform issues and communicate with stakeholders.
• Create and maintain runbooks and documentation.
• Contribute to and improve the knowledge base.

Skills

Incident management

iGaming ops

Scripting

Python

SQL

AI tools

Jira

Confluence

Communication

On-call duties

Cross-team coordination

Tools

Jira

Confluence

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?

This role sits at the center of everything that keeps our casino running. When something goes wrong across operations, compliance, or a third-party platform, this is the person who owns it through to resolution. We're looking for someone who brings structure to ambiguous situations, moves fast under pressure, and sees every manual process as an opportunity to build something better.

You'll sit at the intersection of live operations, compliance, and platform health, keeping our casino running smoothly while serving as the connective tissue between internal teams and external vendors when things go wrong.

Day to day, you will:

• Investigate and resolve escalated casino incidents, managing issues from triage through resolution
• Coordinate across internal teams and external vendors to drive issues to resolution and keep stakeholders informed
• Manage compliance activities across active jurisdictions, including regulatory requests, documentation, vendor obligations, and player protection requirements
• Use AI and scripting to automate repetitive tasks and improve team efficiency
• Identify and elevate third-party platform issues, communicating clearly with internal and external stakeholders
• Create and maintain internal tools, runbooks, and documentation to support consistent operations
• Contribute to and improve the team's knowledge base, enabling faster and more effective problem-solving

Requirements

What are we looking for?

• Experience in iGaming, casino operations, live operations, or another compliance-heavy industry
• A track record of managing complex incidents across multiple teams and vendors, keeping things organized under pressure
• Some hands-on experience with scripting or automation, Python, SQL, or similar; deep expertise isn’t required but a genuine comfort level with technical tools is
• Genuine interest in applying AI tools to operational and compliance problems
• Familiarity with Atlassian Jira and Confluence for issue tracking and documentation
• Exceptional written and verbal communication skills, including the ability to translate technical issues for non-technical stakeholders
• Core hours are daytime, with periodic on-call weekend coverage for live incident response
• A high curiosity mindset and drive to continuously improve the systems and processes around you

What’s in it for you?
We offer our employees more than just competitive compensation. Our team benefits include:

Competitive pay and benefits

• Start-up 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 opportunity employer).

Details

Who may apply Anywhere - no restriction stated by the employer As the board states it - check the description for country or time-zone limits.

Occupation Informatique & développement

Reference hard-rock-digital

Other requirements Applicant location: probably anywhere (no restriction stated)