Manager - Trading Hypercare

What are we building?

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

What’s the position?

We are seeking a highly skilled and experienced manager to lead our Hypercare function, with direct accountability for the commercial performance, margin protection and profitability of our highest-risk and most volatile customers.

As Trading – Hypercare Manager, you will report to the Director of Trading Player Revenue and be responsible for managing a team of Hypercare analysts.

This team is responsible for safeguarding and maximizing the commercial value of our highest-risk customer accounts by forensically monitoring activity, analysing behavioural trends, and executing tailored trading strategies that balance profitability, margin protection, and customer experience. 

The Hypercare function plays a critical role in ensuring the volatile, high-risk customer activity is understood, anticipated and actively managed, turning volatility into sustainable value while mitigating risk.

Key Responsibilities:

• Ensuring material changes in high-risk customer behaviour are identified early and acted on before meaningful margin or exposure impact occurs

• Designing and executing tailored trading strategies for high-stakes accounts to ensure optimal profitability while managing risk

• Delivering detailed, data-driven reports on customer performance and actionable recommendations during regular stakeholder meetings.

• Forensically monitoring customer activity to identify syndicates, professional and coordinated activity leveraging new routes to clean accounts

• Leading, coaching and developing ahigh-performing Hypercare team with strong commercial judgement and analytical rigor

You’ll work closely with teams across Trading, including Risk, Profiling, Overask, VIP, and Business Intelligence to ensure we’re acting on the most relevant insights and staying ahead of betting behaviours.