Trading Support Operations Coordinator

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations-MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sports book, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante‑up again.

We play to win, and we are all‑in together.

We were recognized as one of Glassdoor's "Best Places to Work".

Must be based in Jersey City, NJ or Las Vegas, Nevada

Trading Support is the front‑line team for all technical and process issues & queries within the trading team. The team takes ownership by coordinating, instructing and challenging all necessary teams in order to mitigate the negative customer experience.

Trading Support tracks performance of all areas within trading to identify areas of concerns, risks and pain points and use data to implement and drive change across process and technology.

Trading Support provides the trading department with real‑time operational support while liaising with external departments in the logging, raising and resolution of all issues escalated by the trading department.

This role will help to ensure that BetMGM maintains a consistent experience to customers, through accurately recording all issues raised and tracking through to resolution. The team also will drive the continued improvement of our customer and trading experience.

• Drive, Coordinate and ensure that necessary operational actions are taken on all front‑line issues and queries that impact Sports books and customers.
• Play a vital role in the prioritization of fixes for issues affecting Sports book. Using data captured and analyzed by the Trading team to drive technological improvements.
• Track performance of all teams within Trading. Compiling KPIs & SLAs and driving changes to process, training or technology when these are not met.
• Acquire an in-depth knowledge of all tools, platforms and processes within Trading to support technical teams in the prioritization and resolution of issues.
• Fully understand and drive the life cycle of issues and errors. Instructing all departments on the action needed to mitigate the impact to customers. This includes Trading, Customer Service, Risk & Payments, Social Media, Content and CRM teams.
• Compile Incident Reports for key stakeholders when errors have occurred. Providing key information and recommendations for improvement.
• A SME on US Compliance, ensuring best practice is followed by all teams across the request, creation, settlement and resettlement stages of the process.
• Provide support in the Trading Compliance process. Collating data for regulators in the request process. Performing governance to ensure the creation process is adhered to and immediately informing key stakeholders of any breaches.
• Be first point of contact for all US Customer Service team's trading escalations. Check settlement queries and request settlement from Settlement teams when necessary. Regularly review these queries to drive improvement across process and training.
• Own issues raised to the Trading Support team. Having landscape view of all pertinent information, such as impact, scale, costs and updates on resolution.
• Review data from various sources (Customer Service, Trading Operations, Social Media, etc.) to determine both positive and negative areas of our customer's experience and implement process to improve.
• Carry out regular competitor analysis regarding front end platforms, promotions, user journeys and feed this back to the relevant team with…