Associate - Sportsbook Operations (Overnight)
About The Position
Hard Rock Digital is building an online sportsbook, casino, and social gaming company, combining the Hard Rock and Seminole Tribe of Florida brands with digital products and technology. The Associate will work on the front line of technology, process, and trading issues affecting sportsbook operations, with a focus on protecting and improving the customer experience. The role involves coordinating and instructing the teams needed to mitigate customer-impacting issues, understanding the full lifecycle of sportsbook issues from customer service query through customer fulfillment, and developing expertise in compliance regulations, service level agreements, and key performance indicators. Associates brief stakeholders on issue impacts and help the business learn from incidents to continuously improve customer service. The role requires overnight, flexible hours to align with the sporting schedule.
Requirements
- Passion for sports and for creating an exceptional customer experience.
- Willingness to work overnight, flexible hours to mirror the sporting schedule.
- Ability to remain calm and level-headed under pressure.
- Problem-solving ability and understanding that small friction points can materially affect customer experience.
- Diligence, attention to detail, and capacity to retain, document, and use complex information.
- Ability to communicate knowledgeably and articulately during a crisis.
Nice To Haves
- Some prior exposure to sportsbook operations; alternatively, a passion for sports and/or betting.
Responsibilities
- Keep the customer experience at the forefront of operational work.
- Coordinate, instruct, and challenge relevant teams to mitigate issues that could negatively affect customers.
- Understand the full lifecycle of sportsbook issues, from customer service query to customer fulfillment.
- Develop expertise in compliance regulations, service level agreements, and key performance indicators.
- Brief stakeholders on the impacts of issues.
- Use lessons learned to help continuously improve how the business serves customers.
Benefits
- Competitive pay and benefits
- Flexible vacation allowance
- Startup culture backed by a secure, global brand
- Roster of Uniques
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
