Hypercare Analyst

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 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.

The Hypercare Analyst will play a critical role in safeguarding and optimizing the performance of our highest-staking customer accounts. This position is responsible for the trading, continuous monitoring, and in-depth analysis of high-impact accounts, ensuring proactive management of individual customer behavior. By evaluating behavioral patterns, identifying significant changes, and providing actionable recommendations, this role will support the development of strategic approaches to maximize profitability, mitigate risks, and enhance customer satisfaction.

The ideal candidate will have a strong operational mindset, excellent team management skills, and a deep understanding of the sports betting landscape and state-level compliance with the ability to drive process improvements while maintaining operational excellence.

• Continuously monitor activity across high-staking customer accounts to identify behavioral trends, potential risks, and opportunities.
• Provide ongoing evaluation of individual customer performance, highlighting any significant changes in staking patterns, frequency, or other relevant behaviors.
• Analyze and report on key account metrics, including profitability, risk exposure, and customer lifecycle trends.
• Trade high-stakes accounts with precision, ensuring profitability while managing exposure to risk.
• Collaborate with trading teams to adjust pricing or betting limits based on customer profiles and behavioral insights.
• Work with stakeholders to develop tailored strategies for high-impact accounts based on analysis and business objectives.
• Deliver detailed reports on high-stakes customer performance, providing actionable insights for internal teams.
• Escalate concerns about suspicious behavior, unusual activity, or emerging trends that may pose a risk to the business.
• Present findings and strategy recommendations during regular stakeholder meetings.

• Strong background in trading, risk analysis, or customer behavior monitoring.
• Demonstrated experience managing high-value accounts or customers with significant impact on business performance.
• Advanced analytical skills, with expertise in behavioral analysis and data-driven decision-making.
• Strong understanding of trading principles, risk management, and pricing strategies.
• Excellent communication and reporting skills, with the ability to present insights and recommendations to senior stakeholders.
• Detail-oriented and proactive, with a strong sense of accountability.

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Flexible vacation allowance
• Flexible work from home or office hours
• Startup culture backed by a secure, global brand
• Opportunity to help shape the future strategy of the Sportsbook

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer).