Supervisor, Sportsbook

Our team members are the key to our company’s success. We offer a comprehensive benefits package that promotes a healthy work-life balance.

The Sports book Supervisor reports to the Sports book Manager and works within a team to exceed customer satisfaction expectations and enhance the player experience by providing professional, accurate, and timely assistance for all matters related to the Retail and Online Sports book.

• Supervise a team of Sports book Hosts and Dual Rate Sports book Supervisor/Host at the Retail counter and online sports book.
• Manage Sports book staff schedules.
• Record wager requests from patrons and input them into the wagering system.
• Manage a cash drawer for taking wagers and making payouts.
• Approve large wagers and pay out large wins.
• Reconcile cash drawers for Sports book Hosts at the end of their shift.
• Detect and advise customers at risk of responsible gaming issues.
• Effectively communicate terms & conditions to customers regarding wagering rules and policies.
• Promote and educate patrons on all sports‑related products and wager types.
• Serve as point of escalation for all customer disputes that hosts cannot resolve.
• Ensure the retail and online Sports book operation remains compliant with regulations at all times.
• Train and mentor Sports book staff on best business practices per company guidelines.
• Assist the Sports book Manager with internal staff audits and evaluations.
• Participate in investigations related to payment fraud and gameplay disputes.
• Develop and maintain an outbound sales/VIP program for Sports book staff.
• Monitor real‑time reports and ensure proactive contact with customers.
• Support the Sports book Manager with audit of the customer UI/UX to identify touch points and interactions that need enhancement.
• Perform work regularly and adhere to Indiana Gaming Regulations.

Associate’s Degree in Finance, Business or related field, or equivalent combination of training, education and experience. Knowledge of online and/or brick‑and‑mortar casino and sports book operations preferred.

• Obtain and maintain all licenses and certifications required by Federal, State, and Indiana Gaming Commission.
• Pass a background check and drug screening.
• Be at least 21 years of age.
• Work holidays, weekends, and flexible shifts.

• Sports wagering terminology.
• Office procedures, methods, and equipment, including computers and applicable software such as Microsoft Word, Excel, Outlook, and PowerPoint.
• Principles of supervision, training, and performance evaluation.
• Pertinent federal, state, and local laws, codes, and regulations.

• Set clear direction for the department to ensure successful operation.
• Observe and direct actions of subordinates.
• Provide excellent customer service and support.
• Communicate clearly and concisely, both orally and in writing.
• Troubleshoot and triage complicated matters related to player inquiries.
• Work efficiently in a high‑volume work environment.