Supervisor - Responsible Gaming

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming 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?

Position Summary:

The Responsible Gaming (RG) Supervisor plays a key role within the Operations team, supporting the day-to-day execution of responsible gaming processes. Reporting to the Responsible Gaming Manager, this role ensures case quality, regulatory compliance, and provides oversight and support to RG Associates.

Key Responsibilities:

• Support the daily workflow of Responsible Gaming Associates, helping prioritize tasks and ensure consistent application of RG policies and procedures.

• Conduct regular one-on-one meetings with Associates to provide coaching, address performance, and support development goals in alignment with team objectives.

• Monitor work queues and ensure timely handling of RG-related cases.

• Review and manage escalated responsible gaming cases that require additional review or sensitivity, including those involving complex player situations.

• Oversee day-to-day self-exclusion and reactivation workflows, ensuring accurate and compliant processing of player requests.

• Conduct quality reviews of RG Associates' case handling to ensure accuracy, compliance, and consistency with internal standards. Provide clear, constructive feedback to support ongoing performance improvement.

• Act as a point of contact for RG-related inquiries from other departments.

• Identify opportunities to streamline processes or improve customer handling based on data and team feedback.

What We’re Looking For:

We are looking for someone who has:

• Strong understanding of responsible gaming compliance requirements and operational standards

• Excellent organizational skills with the ability to manage multiple tasks and priorities effectively

• Ability to obtain and maintain any required state gaming licenses

The ideal candidate will have:

• At least 1–2 years of experience in Responsible Gaming or Problem Gambling Support, ideally within the Casino or iGaming industry

• Proven experience in a supervisory or team lead role, with a track record of mentoring peers and supporting performance and team growth.

• Excellent written and verbal communication skills, with exceptional attention to detail

• Ability to analyze customer behavior and data to make informed, policy-driven decisions

• Flexibility to work evenings, weekends, and holidays as required

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits

• Retirement benefits

• Employee Discounts

• Advancement opportunities

• Start-up culture backed by a secure, globally recognized brand.

• Opportunity to drive a best-in-class customer experience for the Hard Rock Digital community

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 opportunity employer).