Analyst - AI Agent Operations

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's 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—now powered by intelligent automation and AI-driven experiences. 

What’s the position? 

As an Analyst - AI Agent Operations, you will play a critical role in designing, analyzing, optimizing, and governing AI-powered agents that support customer experience, risk operations, fraud prevention, and internal workflows. This role sits at the intersection of business, data, and artificial intelligence—bridging operational needs with intelligent agent capabilities. 

You will work closely with product, engineering, data science, risk, and customer operations teams to ensure AI agents are effective, compliant, scalable, and continuously improving. 

Responsibilities: 

• Collaborate with business stakeholders to identify opportunities where AI agents can improve efficiency, accuracy, and customer experience. 

• Gather, analyze, and document functional and non-functional requirements for AI agent use cases. 

• Translate business workflows and policies into AI agent logic, decision trees, prompts, and automation rules. 

• Analyze AI agent performance using qualitative feedback and quantitative metrics (e.g., accuracy, resolution rates, escalation rates, latency). 

• Monitor AI agent behavior to identify gaps, bias, errors, or unintended outcomes and recommend corrective actions. 

• Partner with engineering and data science teams to support AI agent development, testing, deployment, and iteration. 

• Define success metrics, KPIs, and reporting dashboards for AI agent effectiveness and business impact. 

• Ensure AI agents comply with regulatory, risk, and responsible gaming requirements. 

• Support UAT, validation, and post-launch monitoring of AI agent releases. 

• Document AI agent workflows, decision logic, escalation paths, and operational guidelines. 

• Work closely with Customer Operations, Fraud, Risk, and Compliance teams to align AI behavior with real-world processes. 

• Facilitate feedback loops between end users and technical teams to drive continuous improvement. 

• Stay current on emerging AI, automation, and agent-based technologies and recommend enhancements. 

• Proactively identify optimization opportunities to expand AI agent capabilities across the organization.