Manager - Casino Operations

Hard Rock Digital

25d•Hybrid

About The Position

The Casino Operations Manager will be responsible for overseeing the day-to-day operational aspects of our online casino platform, ensuring seamless, engaging, and compliant gaming experiences for our players. This role requires a deep understanding of various state gaming regulations, platform functionalities, and the ability to optimize operational workflows to maximize revenue and player satisfaction. The successful candidate will be a strategic thinker with strong leadership skills, capable of driving continuous improvement in a fast-paced and evolving digital environment.

Requirements

Minimum of 5 years of experience in casino operations, with at least 3 years specifically in online gaming.
Demonstrated understanding of iGaming platforms, back-office systems, and CRM tools.
Strong analytical and problem-solving skills with the ability to interpret complex data and make data-driven decisions.
In-depth knowledge of iGaming regulations and responsible gaming principles in key online markets (e.g., New Jersey, Pennsylvania, Michigan, Ontario)
Excellent verbal communication skills, written communication skills, and presentation skills.
Ability to work effectively in a fast-paced, dynamic, and target-driven environment.
Strong leadership and team management capabilities.
Proactive, results-oriented, and highly organized.

Responsibilities

Game Management: Oversee the lifecycle of online casino games, including game selection, integration, configuration, and road mapping. Work closely with game providers and other internal verticals to ensure a diverse and high-quality game portfolio.
Fraud & Risk Management: Collaborate with internal teams (e.g., fraud, security) to identify, investigate, and mitigate fraudulent activities and other operational risks.
Compliance & Regulation: Ensure strict adherence to all relevant state gaming regulations, and responsible gaming practices in various jurisdictions. Stay up to date with evolving regulatory landscapes.
Customer Support Liaison: Act as a key point of contact and escalation for complex customer service issues related to iGaming operations, ensuring timely and effective resolution.
Process Improvement: Continuously identify opportunities for process improvement and automation within casino operations to enhance efficiency, reduce costs, improve time-to-market, and improve player experience.
Team Leadership & Development: Lead and mentor a team of casino operations coordinators, fostering a collaborative and high-performing work environment.
Cross-functional Collaboration: Work closely with marketing, product, commercial, compliance, and customer support teams to ensure alignment and achieve business objectives.