Customer Manager - Quality & Insights

Hard Rock Digital•Las Vegas, NV

17h•Hybrid

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. This role is a zero-to-one opportunity to build and lead how Hard Rock Digital understands and acts on customer sentiment. The core of the job is to run a closed-loop process: identify where sentiment is slipping, diagnose the cause (Person, Product, or Policy), get the findings to the relevant team for action, and track the impact of the fix. The role involves organizing diagnosis around three pillars: Person (interaction handling), Product (app/platform performance), and Policy (processes/rules). The goal is to find the story in the data and provide stakeholders with specific, actionable insights, not to audit individual performance. This position reports to the Senior Manager, Operations Strategy & Insights. While there are no direct reports initially, the team is expected to grow. The role will collaborate closely with the existing BI Operations function.

Requirements

6–9 years of experience in analytics, business intelligence, customer experience, or a related field, including experience owning a function, workstream, or reporting capability with significant ambiguity.
Proficient SQL skills, including the ability to write and join queries across multiple data sources (CSAT, NPS, support systems) to build reporting independently.
Experience building and maintaining dashboards or reporting (Tableau or similar) that stakeholders rely on directly.
Demonstrated ability to diagnose the underlying driver behind a pattern in customer feedback and turn it into a specific, actionable recommendation.
Experience using AI tools within an analytical workflow, including sentiment classification, text analysis, or LLM-assisted review of qualitative feedback.
Strong written and verbal communication skills, with the ability to turn analysis into a recommendation and land it with stakeholders who don't report to you.
Comfort working across both quantitative data (CSAT scores, trend lines) and qualitative material (reviews, transcripts, case notes).
Bachelor's degree in Analytics, Business, Statistics, or a related field, or equivalent work experience.

Nice To Haves

Prior experience building or standing up a new reporting function or capability from the ground up.
People management experience.
Familiarity with contact center or customer support operations and workflows.
Familiarity with Snowflake or a similar cloud data warehouse.
Python experience, particularly for text/sentiment analysis (pandas, NLTK, or similar).
Experience in iGaming, online sportsbook, casino, or a regulated industry environment.

Responsibilities

Stand up the customer sentiment/insights function: the reporting, the classification taxonomy, and the closed-loop process end to end.
Define and own how the loop works across the org — from issue identification through post-implementation impact tracking — so stakeholders know how to engage with findings and recommendations.
Build the case for future headcount and, if approved, onboard and manage a Quality & Insights Analyst.
Represent the Insights function in cross-functional forums as the org's point of contact for customer sentiment.
Build and maintain CSAT and sentiment reporting that gives stakeholders a clear, ongoing view of customer sentiment trends.
Design and evolve a sentiment taxonomy that reliably classifies feedback into the Person, Product, and Policy pillars.
Mine reviews, support tickets, surveys, and other qualitative feedback sources for sentiment signal, using AI tools to accelerate classification and pattern detection.
Track sentiment trends over time and proactively surface emerging issues before they show up as escalations.
When sentiment dips or a pattern emerges, dig into the underlying story: is it how an interaction was handled, a product friction point, or a policy/process design issue?
Distinguish one-off incidents from systemic patterns, and prioritize investigations toward the issues with the greatest sentiment impact.
Turn what you find into a clear, specific narrative stakeholders can act on — the goal is to explain what's driving the pattern, not to audit or score any individual's performance.
Route findings to the team best positioned to act on them (people leadership, product, policy/process owners) with a specific, actionable recommendation.
Maintain a running view of every open issue's status in the loop: identified, diagnosed, routed, and resolved.
Track outcomes after a fix ships to confirm whether it actually moved sentiment, and close the loop back to the original finding.
Present findings and loop status clearly to stakeholders, including team leads and cross-functional partners who own the Product and Policy pillars.
Build data-backed business cases when a recommendation requires investment, prioritization, or a change to an existing process.
Write and optimize SQL queries to extract, transform, and validate sentiment and CSAT data across large, complex datasets.
Validate data integrity and ensure sentiment classifications and diagnostic findings are grounded in accurate, well-understood sources.
Create and maintain clear documentation for sentiment definitions, classification methodology, and recurring reports.
Collaborate with the BI Operations team on shared data, metrics, and stakeholder context to ensure consistency across functions.