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 full list of Team Member Benefits please visit our career site:

Position

Purpose:

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

• Support the creation of an operational plan for operating and maintaining a Retail Sports book 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 Sports book product to the brand’s 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 Sports book Supervisor(s) and Sports book 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 Sports book risk and liability
• Collaborate with the Compliance Department to ensure product and operating procedures are compliant with all regulations, including ICD, SOPs, AML, Title 31, etc.

• 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

• 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 Sports book 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

• 3+ years’ experience in Gaming and or Sports book 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