Sportsbook Operations Coordinator

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Location:
Greater New York Area
Job Classification (FLSA):
Exempt
About The Role
Jointly owned by MGM Resorts (a global entertainment companyand GVC Holdings (one of the world’s largest gambling groups), the company is well positioned for the exciting online gaming industry in the United States and you would have the opportunity to join near the ground floorWe aim to be the number one sports betting and online gaming company in the United States and as an early employee, you’ll not only impact the company’s success through your own work, but you’ll have the opportunity to contribute across departments, shaping the future of the company.
 

The front line team for all issues and queries within Sportsbook. Taking control by coordinating, instructing and challenging all necessary teams in order to mitigate the negative customer experience.

Track performance of all areas within Sportsbook and Trading to identify areas of concerns, risks and pain points. Using this data to implement and drive change across process and technology

Provide the Sportsbook department with real time operational support. Liaising with external departments in the logging, raising and resolution of all issues escalated by the Sportsbook department.

The role will help to ensure that Roar Digital maintain a consistent experience to customers, through accurately recording all issues raised by Sportsbook teams and tracking through to resolution. The team also will drive the continued improvement of customer experience

 
Primary Responsibilities:
 
  • The front line for all issues and queries that impact Sportsbooks and US customers. Taking control, coordinating and ensuring all necessary and appropriate action is taken
  • Acquire an in-depth knowledge of all tools, platforms and processes within Sportsbook to triage and resolve issues before raising to technical teams 
  • Fully understand and drive the life cycle of issues and errors. Instructing all departments on the action needed to mitigate the impact to customers. This includes Customer Service, Trading, Risk & Payments, Social Media, Content and CRM teams  
  • A SME on US Compliance, ensuring best practice is followed by all teams across the request, creation, settlement and resettlement stages of the process
  • Own the prioritisation of fixes for issues affecting Sportsbook. Using data captured and analysed by the Sportsbook team to drive technological improvements
  • Tracking the performance on all teams within Sportsbook and Trading. Compiling KPIs and SLAs and driving changes to process, training or technology when these are not met
  • Provide materials, data and verbatim for governance meetings. Highlighting concerns, risks and potential improvements for the US business
  • Full ownership of the compliance process. Collating data for regulators in the request process, performing governance to ensure the creation process is adhered to and immediately informing key stakeholders of any breaches 
  • Own issues raised to the Sportsbook Support team. Having landscape view of all pertinent information, such as impact, scale, costs and updates on resolution.
  • Working with Trading Support, build process to ensure the team understand in real time where customers have been negatively impacted. Understanding the business and strategy to determine what action should be taken
  • The first point of contact for all US Customer Service queries. Checking settlement queries and requesting settlement from Trading Operations where necessary. Regularly reviewing these queries to drive improvement across process and training.
  • Review data from various sources (Customer Services, Trading Support, Social Media etc) to determine both positive and negative areas of our customer’s experience and implement process to improve. 
  • Carry out regular competitor analysis regarding front end platforms, promotions, user journeys and feed this back to the relevant team with proposals. 
 
Knowledge/Expertise/Qualifications:
 
  • Passion for Sports
  • Strong numerical and mathematical skills
  • understanding of betting and betting rules 
  • Team player
  • Ability to focus
  • Ability to work night shifts which include evenings, weekends and public holidays.
  • Excellent knowledge of the rules of the game for all sports
  • Good knowledge of the betting industry.

Additional Information

We are an Equal Opportunity Employer, if you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact  recruitment@roardigital.com

We are also committed to protecting the privacy for all candidates, including the protection of any personal information provided to us.  Please review our  privacy policy  for more information about our commitment to data protection.

About The Company

Roar Digital is a partnership between MGM Resorts International and GVC Holdings that is poised to revolutionize sports betting and online gaming in the United States.

We are currently based in Jersey City in the New York Metropolitan Area, with stunning views of the Manhattan skyline

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