Casino Operations Coordinator

Hard Rock Digital - Hollywood, FL

Full-time - Entry Level

Remote - Hollywood, FL

About the position

The Casino Operations Coordinator at Hard Rock Digital is responsible for providing support in responding to and resolving escalated casino incidents and service requests. This role involves monitoring live production environments, testing new games and features, and ensuring a high-quality user experience. The coordinator will work closely with the Casino Operations Manager and other internal teams to address technical issues and maintain operational integrity.

Responsibilities

• Provide support to respond, investigate, and resolve escalated casino incidents and service requests through the internal Service Management system and other communication channels.
• Escalate issues directly to other internal support teams or third-party suppliers when required.
• Communicate any technical malfunctions with the product to the Casino Operations Manager.
• Participate in testing new games, features, and updates to ensure functionality and user experience meet quality standards.
• Proactively monitor live production environments and games.
• Monitor transactions and gameplay patterns for potential fraud or risk, taking appropriate action when necessary.
• Identify third-party platform problems and communicate as necessary, both internally and externally.
• Interpret and process data from various sources in a fast-moving and changing environment.

Requirements

• Casino gaming experience of more than one year.
• Detail-oriented with a proactive approach to problem-solving.
• Excellent communication skills, both written and verbal.
• Proficient in operational software such as JIRA, Monday, Salesforce, etc.
• Experience with data visualization tools such as Power BI or Tableau.

Nice-to-haves

• Ability to work in a flexible and remote environment.
• Able to work flexible hours, including evenings, weekends, and holidays.
• Excellent interpersonal and customer service skills.

Benefits

• Competitive pay and benefits
• Flexible vacation allowance
• Flexible work from home or office hours
• Startup culture backed by a secure, global brand
• Opportunity to help shape the future strategy of the Online Casino