Senior Performance Manager - Verifications

Hard Rock Digital•Atlantic City, NJ

About The Position

As the Senior Performance Manager of the Verifications Team, you will be responsible for defining, evolving, and optimizing our Customer Identification Program (CIP) and Know Your Customer (KYC) Program to ensure regulatory compliance while enabling scalable, customer-friendly growth. This role sits at the intersection of compliance, product, operations, and technology, translating regulatory requirements into practical, risk-based KYC frameworks. This role requires a strong focus on deep dive analysis, workflow mapping, automation, customer experience, and operational efficiency.

Requirements

Strong analytical skills with the ability to deep dive into technical and complex workflows and data fields to identify opportunities and deliver high performing CIP/KYC programs.
Understanding how Verifications impact our customers and the wider business is vital and communication sits at the heart of everything we do.
A keen eye for detail, an inquisitive mindset, and the ability to solve complex problems are also essential qualities.
At least 2 years' experience in iGaming in a KYC or related function
Solid understanding of multi-jurisdictional licensing regimes
In-depth knowledge of AML, KYC, and Responsible Gambling frameworks and regulatory obligations
Ability to deliver clear and accurate reporting (ideally Tableau or SQL experience)
Project management experience
Ability to taking complex queries and workflows and communicate them in a clear and simple way
Demonstrable experience in the delivery of Operational Excellence and optimization

Nice To Haves

Third party verifications vendor relationship
Familiarity with KYC technology solutions and third-party vendors
CAMS, CFE, or similar certification
Experience supporting regulatory audits

Responsibilities

Drive the vision, strategy, and continuous improvement of the Verifications function to align with business goals and industry best practices
Ensure robust adherence to CIP/KYC and AML regulations through expert guidance, policy oversight, and audit readiness
Lead our operations with a focus on efficiency, SLA adherence, and process optimization
Drive automation, tooling enhancements, and vendor strategy (IDV, screening, workflow tools)
Partner with Operations and Product teams to improve KYC efficiency, quality, and customer experience
Deliver insights through reporting and analytics to track performance, identify risks, and guide strategic decisions
Troubleshoot issues and support root cause analysis to resolve operational blockers
Stay abreast of emerging technologies, industry best practices and regulatory trends