Associate - Sportsbook Operations (Overnight)

Hard Rock Digital•United States, FL

11h

About The Position

Hard Rock Digital is building an online sportsbook, casino, and social gaming company. The Sportsbook Operations Associate works on the front line of technology, process, and trading issues that affect the sportsbook, with customer experience as a central priority. The role coordinates and guides teams responding to issues, understands the sportsbook issue lifecycle from customer-service query through customer fulfillment, and helps mitigate negative customer experiences. The associate learns applicable compliance regulations, service-level agreements, and key performance indicators; briefs stakeholders on issue impacts; and helps the business use lessons learned to improve customer service. The role requires overnight flexible hours to mirror the sporting schedule.

Requirements

Passion for sports and for creating an unparalleled customer experience.
Preparedness to work overnight flexible hours to mirror the sporting schedule.
Level-headed problem-solving ability, including staying composed during pressure or crises.
Attention to detail and the ability to retain, document, and use complex information.
Strong, knowledgeable, and articulate communication in a crisis.

Nice To Haves

Some exposure to sportsbook operations; alternatively, passion for sports and/or betting.

Responsibilities

Keep customers' experience at the forefront of work.
Coordinate, instruct, and challenge the necessary teams to mitigate negative customer experiences.
Understand the sportsbook issue lifecycle, from customer-service query to customer fulfillment.
Learn and apply compliance regulations, service-level agreements, and key performance indicators.
Brief stakeholders on the impacts of issues.
Help the business use lessons learned to continuously improve customer service.