Senior Coordinator - Casino Operations

Hard Rock Digital; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Hard Rock Digital is seeking a results-driven Incident & Platform Health Analyst to own escalated casino incidents from triage to resolution. You will coordinate across internal teams and external vendors, ensuring timely updates and stakeholder alignment while maintaining compliance across active jurisdictions.

You’ll apply scripting and AI to automate repetitive tasks, build runbooks, and contribute to knowledge bases to improve operations and platform reliability for millions of players in a

Qualifications

• Experience in iGaming, casino operations, live operations, or a compliance-heavy industry.
• Track record of managing complex incidents across multiple teams and vendors under pressure.
• Hands-on scripting or automation experience (Python/SQL) welcome; no deep tech required.
• Interest in applying AI tools to operational and compliance problems.
• Familiarity with Jira and Confluence for issue tracking and documentation.
• Excellent written and verbal communication, capable of translating tech issues for non-tech audiences.
• Core hours are daytime with periodic on-call weekend coverage.

Responsibilities

• Investigate and resolve escalated casino incidents, from triage to 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 escape 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.

Skills

iGaming experience

Incident management

Scripting / automation

AI tooling interest

Jira / Confluence

Communication skills

On-call readiness

Curiosity-driven

Tools

Python

SQL

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 escape 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

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).