Shift Manager, Sportsbook

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.  To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

Position Purpose:

Oversee and manage day-to-day customer satisfaction and operations of a Sportsbook, including developing team members, implementing strategies to increase productivity and revenues, and ensuring industry-leading customer experience.

Key Responsibilities & Accountabilities:

• Support the creation of an operational plan for operating and maintaining a Retail Sportsbook in a casino environment on a day-to-day basis
• Ensure vigilance and control against all regulated areas of the Retail Sports Betting business
• Foster and manage relationships with existing casino stakeholder & HRCC to enhance the success
• Support the execution of strategies and opportunities from HRCC to introduce a Sportsbook product to the brands existing customer base
• In cooperation with HRCC, leverage analytics to provide insights, make recommendations to reach players in new ways, and create value at the casino property
• Develop and coach a team including Sportsbook Supervisor(s) and Sportsbook Agent(s)
• Liaise with customer base in-person to provide product education and develop loyal relationships
• Work with HRCC Risk Management team in the monitoring Sportsbook risk and liability
• Collaborate with the Compliance Department to ensure product and operating procedures are compliant with all regulations, including ICS, SOPs, AML, Title 31, etc.

Measures of Performance:

• Delivery of performance metrics against defined Retail accounts, both Hard Rock and Business to Business
• Strategic initiatives execution as directed within schedule, budget, and quality requirements
• Timeliness of identification / appropriate escalation of issues for resolution
• Demonstration of values and behaviours consistent with Hard Rock values
• Compliance with regulatory and legal requirements

Capabilities:

• Experience at working both independently and in a team-oriented, collaborative environment is essential
• Can adjust and efficiently react to shifting priorities, demands, and timelines through analytical and problem-solving capabilities
• Flexible during times of change, and the ability to work at speed
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Hands-on and can learn the category and support the broader Retail business and its stakeholders across Retail Sportsbook operations
• Exceptional communication/ problem solving skills to clearly articulate ideas, frame problems and offer solutions with both internal and external customers
• The ability to make optimal decisions in high pressure situations
• Data driven and results focused
• Strong communicator and collaborator
• Proactive, passionate, and demonstrates strong leadership skills
• Exceptional written and verbal communication skills
• Must be self-motivated, self-directed and exhibit strong attention to details.
• Must be able to stand or walk for long periods of time and work in a loud, smoking environment  
• Flexibility to oversee operations 24/7 and be on call and available to work flexible hours including nights and weekends

Qualifications, Experience & Additional Requirements:

• 3+ years’ experience in Gaming and or Sportsbook related management roles
• Understand sports wagering terminology and products as well as managing customer expectations
• Must obtain and maintain all licenses / certifications per Federal and State Regulations.
• Must successfully pass background check.
• Must successfully pass drug screening.
• Must be at least twenty-one (21) years of age.
• Prior experience opening new properties/outlets strongly preferred.
• Currently located in or willing to relocate to the Cincinnati metropolitan area