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About the Role
We are building a team to become the best online sportsbook, casino, and social gaming company in the world. We are seeking a leader to build and scale a customer experience team, driving operational excellence and ensuring customer satisfaction.
Responsibilities
- Lead a team of 2-4 call center supervisors responsible for overall production including calls, chats and emails.
- Coach and develop reports on customer service processes and best practices.
- Manage metrics, performance criteria, policies, and procedures to improve call center productivity.
- Drive a culture of accountability, continuous improvement, and personal excellence.
- Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
- Provide team motivation and development to maximize opportunities.
- Oversee the overall performance and productivity of direct reports.
- Monitor individual and team results to identify and act on performance trends.
- Provide regular feedback to supervisors regarding performance.
- Collaborate with other departments such as quality assurance, training, IT, and recruiting.
- Audit quality assurance strategies to ensure world-class service delivery.
- Determine work procedures, prepare work schedules, and expedite workflow.
- Manage hiring, coaching, and career development of call center employees.
Requirements
- Strong experience with the iGaming industry.
- Performance and quality-driven management with Sportsbook experience.
- Demonstrated strong leadership, people management, and development skills.
- Ability to work in a fast-paced environment, identify and eliminate bottlenecks, and ensure effective processes for consistent service quality.
- Comfortable being the central point of contact for issue management, escalating to appropriate functions, and communicating effectively to supervisors.
- Promote a team ethos through regular team and one-on-one meetings.
- Demonstrated customer-oriented work ethic and ability to foster teamwork.
- Passion for performance management and execution against operational targets.
- Proven analytical skills and understanding of metrics and key performance measurements.
- Experience applying tactical and operational thinking, implementing action plans, providing clear direction, and following up on goals.
- Utilize data and insights in customer interactions to enhance customer experience.
- Experience in managing, leading, and developing people, preferably in customer-centric service.
- Ability to work a flexible schedule, including day, evening, weekends, and/or holidays.
Skills
- Leadership
- People Management
- Coaching
- Performance Management
- Customer Service
- Operational Excellence
- Metrics Analysis
- Process Improvement
- Team Development
- Issue Management
- Quality Assurance
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- Minimum 5 years of experience in managing and leading large teams or groups.
Education Level
- Bachelor’s Degree from a 4-year college or university
Benefits
- Competitive pay and benefits
- Remote working
- A startup culture backed by a secure, global brand
- Opportunities to influence decision-making for a best-in-class casino brand
About the Company
- Hard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company in the world.
- We are building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers.
- We care about each customer's 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, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality.
- We are taking that foundation of success and bringing it to the digital space.
Equal Opportunity
- We trust and empower our teams to own and shape the customer experience.
- Our vision is grounded in fostering a diverse, inclusive workplace where everyone—regardless of background or beliefs—can bring their authentic selves and full range of talent.
- We celebrate you being you.