Trading Support Operations Coordinator

$52,000 - $68,640/Yr

Betmgm

Full-time - Entry Level

Remote

About the position

The Trading Support Operations Coordinator at BetMGM plays a crucial role in ensuring the smooth operation of sports betting and online gaming services. This position involves coordinating responses to front-line issues, analyzing performance metrics, and driving improvements in processes and technology to enhance customer experience. The coordinator will also serve as a subject matter expert on compliance and will be responsible for managing escalations from the customer service team, ensuring that all operational actions are effectively executed.

Responsibilities

• Drive, coordinate, and ensure necessary operational actions are taken on all front-line issues and queries impacting Sportsbooks and customers.
• Prioritize fixes for issues affecting Sportsbook using data captured and analyzed by the Trading team.
• Track performance of all teams within Trading, compiling KPIs & SLAs and driving changes to processes, training, or technology when these are not met.
• Acquire in-depth knowledge of all tools, platforms, and processes within Trading to support technical teams in prioritization and resolution of issues.
• Fully understand and drive the life cycle of issues and errors, instructing all departments on actions needed to mitigate customer impact.
• Compile Incident Reports for key stakeholders when errors occur, providing key information and recommendations for improvement.
• Act as a subject matter expert on US Compliance, ensuring best practices are followed across all teams during the request, creation, settlement, and resettlement stages.
• Support the Trading Compliance process by collating data for regulators and performing governance to ensure adherence to the creation process.
• Serve as the first point of contact for all US Customer Service team escalations, checking settlement queries and requesting settlements from Settlement teams when necessary.
• Review data from various sources to determine areas of customer experience improvement and implement processes to enhance it.
• Conduct regular competitor analysis regarding front-end platforms, promotions, and user journeys, providing feedback and proposals to relevant teams.
• Own the settlement of high-profile events, ensuring markets are settled quickly and accurately.

Requirements

• Bachelor's degree or equivalent work experience.
• Ability to work shifts including evenings, weekends, and public holidays.
• Ability to work under pressure.
• Effective communication skills with a range of stakeholders across numerous locations.
• Strong analytical and problem-solving skills.
• High attention to detail.
• Excellent knowledge of sports rules.
• Experience or strong interest in sports betting.
• High level of personal initiative and motivation.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Commuter Benefits
• Paid Time Off
• Holidays
• Employee Resource Groups
• Annual bonus eligibility