Manager - Trading Hypercare

Hard Rock Digital

2d•Hybrid

About The Position

Hard Rock Digital is building the best online sportsbook, casino, and social casino company globally, focusing on customer interaction and authentic experiences. The company is rooted in the Hard Rock brand and the Seminole Tribe of Florida. This position is for a highly skilled and experienced manager to lead the Hypercare function, directly accountable for the commercial performance, margin protection, and profitability of the highest-risk and most volatile customers. The Trading – Hypercare Manager reports to the Director of Trading Player Revenue and manages a team of Hypercare analysts. This team is responsible for safeguarding and maximizing the commercial value of high-risk customer accounts by monitoring activity, analyzing behavioral trends, and executing tailored trading strategies that balance profitability, margin protection, and customer experience. The Hypercare function is critical in understanding, anticipating, and actively managing volatile, high-risk customer activity to turn volatility into sustainable value while mitigating risk.

Requirements

5+ years of experience in High Value Customer Analysis, with at least 2 years in a leadership role
Proven track record of managing high-performing teams and developing talent
Deep understanding of trading principles, risk management frameworks, and sports betting market dynamics
Advanced analytical skills with expertise in customer behaviour analysis and data-driven strategy development
Strong experience managing high-value accounts with significant business impact
Excellent stakeholder management skills, with the ability to influence and communicate effectively with senior leadership
Demonstrated ability to build and improve operational processes and drive continuous improvement
Strategic thinker with strong operational execution capabilities, able to own outcomes rather than activities
Ability to work effectively in a fast-paced, evolving environment
In-depth knowledge of US sports and the sports betting industry landscape

Responsibilities

Ensuring material changes in high-risk customer behaviour are identified early and acted on before meaningful margin or exposure impact occurs
Designing and executing tailored trading strategies for high-stakes accounts to ensure optimal profitability while managing risk
Delivering detailed, data-driven reports on customer performance and actionable recommendations during regular stakeholder meetings.
Forensically monitoring customer activity to identify syndicates, professional and coordinated activity leveraging new routes to clean accounts
Leading, coaching and developing ahigh-performing Hypercare team with strong commercial judgement and analytical rigor
Work closely with teams across Trading, including Risk, Profiling, Overask, VIP, and Business Intelligence to ensure we’re acting on the most relevant insights and staying ahead of betting behaviours.