Senior Manager - Sports Operations & Event Operations

What are we building?
Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What’s the position?
We are seeking an experienced Senior Manager to lead our Sports Operations and Event Control functions, overseeing two critical teams that form the backbone of our sportsbook operations. Reporting directly to the Director of Sportsbook Operations, you will manage two dedicated team managers while driving operational excellence across all aspects of back-end operations, and customer experience.

This position requires understanding that sports betting operates 24/7, with critical operational decisions and team leadership needed during evenings, weekends, and major sporting events when customer activity peaks

Responsibilities include:
• Implement performance management frameworks and proactively identify operational improvement opportunities across Sports Ops and Event Control teams
• Drive standardization of processes, KPIs, and reporting methodologies across all operational areas
• Lead incident management and root cause analysis initiatives, implementing systematic preventative measures
• Ensure strict compliance with regulatory requirements and maintain excellence in back-end configuration accuracy
• Design and execute comprehensive training programs, process improvements, and team development initiatives
• Foster a culture of continuous improvement and customer-centric decision making
• Partner closely with team managers to ensure seamless coordination between Sports Ops and Event Control functions
• Support the Director of Sportsbook Operations with comprehensive analysis, reporting, and strategic recommendations
• Create compelling, narrative-driven presentations that effectively communicate operational performance trends and insights
• Provide data-driven insights on operational efficiency, customer experience impacts, and competitive market positioning
• Monitor and report on key performance indicators, delivering actionable recommendations for continuous improvement
• Coach and develop managers on operational excellence, performance management best practices, and strategic reporting
• Work closely with Trading, Compliance, and Customer Service teams to ensure operational alignment and shared objectives

What are we looking for?
We are looking for a proven operational leader with extensive digital sportsbook experience and a demonstrated track record of building high-performing teams. The successful candidate will have comprehensive understanding of trading systems, regulatory compliance, and customer experience optimization, combined with the ability to manage and develop managers effectively. You should have experience coaching, mentoring, and driving performance across multiple teams, with a strong background in building operational excellence frameworks and training programs.

The role requires exceptional analytical and communication skills, with the ability to create clear narratives from data that drive actionable recommendations and support strategic decision-making

We need someone who thrives in fast-paced, regulated environments and has a proven track record of implementing process improvements and driving efficiency gains. The ideal candidate will be calm under pressure with strong problem-solving abilities, capable of managing operational incidents while maintaining unwavering focus on customer experience. Deep understanding of sports betting compliance requirements and experience ensuring operational adherence to evolving regulatory standards is critical to success in this role.

Critical to this role is an awareness that sports betting is an 'always on' business, requiring availability during evenings, weekends, and major sporting events to support operational needs and team management responsibilities

What’s in it for you?We offer our employees more than just competitive compensation. Our team benefits include:
• Competitive pay and benefits
• Flexible vacation allowance
• Flexible work from home or office hours
• Startup culture backed by a secure, global brand
• Opportunity to design promotions enjoyed by millions as part of a passionate team

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).

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