Manager - Trading Hypercare
What are we building?
Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino 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 a highly skilled and experienced manager to lead our Hypercare function, with direct accountability for the commercial performance, margin protection and profitability of our highest-risk and most volatile customers.
As Trading – Hypercare Manager, you will report to the Director of Trading Player Revenue and be responsible for managing a team of Hypercare analysts.
This team is responsible for safeguarding and maximizing the commercial value of our highest-risk customer accounts by forensically monitoring activity, analysing behavioural trends, and executing tailored trading strategies that balance profitability, margin protection, and customer experience.
The Hypercare function plays a critical role in ensuring the volatile, high-risk customer activity is understood, anticipated and actively managed, turning volatility into sustainable value while mitigating risk.
Key Responsibilities:
Ensuring material changes in high-risk customer behaviour are identified early and acted on before meaningful margin or exposure impact occurs
Designing and executing tailored trading strategies for high-stakes accounts to ensure optimal profitability while managing risk
Delivering detailed, data-driven reports on customer performance and actionable recommendations during regular stakeholder meetings.
Forensically monitoring customer activity to identify syndicates, professional and coordinated activity leveraging new routes to clean accounts
Leading, coaching and developing ahigh-performing Hypercare team with strong commercial judgement and analytical rigor
You’ll work closely with teams across Trading, including Risk, Profiling, Overask, VIP, and Business Intelligence to ensure we’re acting on the most relevant insights and staying ahead of betting behaviours.
What are we looking for?
5+ years of experience in High Value Customer Analysis, with at least 2 years in a leadership role
Proven track record of managing high-performing teams and developing talent
Deep understanding of trading principles, risk management frameworks, and sports betting market dynamics
Advanced analytical skills with expertise in customer behaviour analysis and data-driven strategy development
Strong experience managing high-value accounts with significant business impact
Excellent stakeholder management skills, with the ability to influence and communicate effectively with senior leadership
Demonstrated ability to build and improve operational processes and drive continuous improvement
Strategic thinker with strong operational execution capabilities, able to own outcomes rather than activities
Ability to work effectively in a fast-paced, evolving environment
In-depth knowledge of US sports and the sports betting industry landscape
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 help shape the future strategy of the Sportsbook
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 opportunities employer)