Manager - Real Time Engagement

Hard Rock Digital

About The Position

We're seeking a Real-Time Engagement Manager to lead the strategy, execution, and team development for in-game and live engagement across the Hard Rock Digital Sportsbook. This role will be responsible for building and scaling our RTE program to drive incremental handle, customer retention, and engagement during key sporting moments. You'll own the end-to-end RTE function, developing the strategic framework, managing a team of RTE analysts, partnering with Trading to identify high-value opportunities and working with CRM and BI to ensure data-driven execution and measurement. The ideal candidate is a strategic operator with proven leadership experience, deep sportsbook knowledge, and a track record of building high-performing teams This position requires understanding that sports betting operates 24/7, with critical decisions needed during evenings, weekends, and major sporting events. You'll need to provide coverage during peak times and build team processes that ensure consistent execution.

Requirements

3–7 years of experience in sportsbook operations, CRM, customer engagement, trading, or similar roles
Proven track record of building and managing high-performing teams in fast-paced environments
Deep understanding of the sports calendar, betting markets (props, player markets, live betting, parlays), and customer behavior
Strong analytical skills with experience using Amplitude, Power BI, Tableau, SQL, or similar platforms
Demonstrated experience in A/B testing, experimental design, and statistical analysis to drive optimization
Excellent communication and stakeholder management skills; able to influence cross-functionally without direct authority
Experience with campaign management platforms like Braze or similar CRM tools
Ability to work flexible hours, including evenings and weekends during peak sporting events, and provide team coverage

Nice To Haves

Experience scaling engagement or retention programs in gaming, sports betting, or high-growth tech environments
Familiarity with responsible gaming regulations and compliance frameworks
Passion for sports and sports betting with strong intuition for customer behavior

Responsibilities

Own the overall RTE strategy, defining campaign taxonomy, KPIs, and measurement frameworks
Develop seasonal engagement plans aligned to the sports calendar (NFL, NBA, NCAAF, March Madness, MLB, etc.), working backwards from business objectives
Build and maintain the RTE process documentation, playbooks, and best practices to scale the program
Present regular strategic reviews to senior leadership with performance trends, insights, and recommendations
Help strategize the expansion of pre-game, personalized notifications.
Manage and develop a team of RTE analysts, providing coaching, feedback, and career development
Establish clear roles, responsibilities, and performance expectations using RACI frameworks
Conduct weekly team performance reviews and 1:1s focused on skill development and continuous improvement
Hire and onboard new team members as the RTE function scales
Implement comprehensive A/B testing program to optimize messaging, timing, audience segmentation, and creative variations
Partner with Trading to identify high-liability moments, player market opportunities, and optimal push timing
Work closely with Product Operations to align RTE campaigns with app display strategy (featured content, spotlight, trending now)
Partner with CRM, BI, and Marketing teams to integrate RTE into broader promotional calendar and customer lifecycle strategies
Collaborate with Trading on liability management, market availability, and risk guidelines for pushed selections
Coordinate with Compliance to ensure all campaigns meet regulatory and responsible gaming standards
Build and maintain performance dashboards tracking key RTE metrics
Analyze campaign performance weekly to identify trends, audience fatigue, and optimization opportunities
Continuously refine push timing, messaging, and audience strategies based on data insights
Own the RTE campaign calendar and ensure seamless execution across all major sporting events
Establish quality assurance processes to minimize errors and ensure compliance
Create and maintain SOPs, training materials, and process documentation for the team
Monitor real-time performance during key events and make strategic adjustments as needed