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. 

What are we looking for?

• Bachelor’s degree in Business, Information Systems, Data Analytics, Computer Science, or a related field. 

• Master’s degree in Data Science, AI, or a related discipline is a plus. 

• Experience in the Online Gaming Industry is a strong advantage. 

• 3–5+ years of experience in business analysis, data analysis, automation, or AI-related roles. 

• Demonstrated experience working with AI tools, intelligent automation, chatbots, or agent-based systems. 

• Strong understanding of business processes and how AI can augment or automate decision-making. 

• Ability to interpret data, model workflows, and translate insights into actionable recommendations. 

• Excellent written and verbal communication skills, with the ability to explain AI concepts to non-technical audiences. 

• Proven ability to manage multiple initiatives and adapt in a fast-paced environment. 

• Strong analytical, problem-solving, and critical-thinking skills. 

Certifications: 

• AI, Data, or Analytics certifications (e.g., AI fundamentals, data analytics, automation platforms) are preferred but not required. 

Preferred Skills: 

• Experience with AI agents, LLM-based tools, chatbots, or decision automation platforms. 

• Familiarity with Agile or Scrum methodologies. 

• Experience working with data visualization or reporting tools (e.g., dashboards, KPIs). 

• Understanding of risk, fraud, or customer support workflows. 

• Knowledge of regulatory or compliance considerations related to AI and automation. 

• Comfort working with technical teams on prompt design, logic flows, and model evaluation. 

What’s in it for you?

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

• Competitive pay and benefits

• Flexible vacation allowance

• A hybrid home / office working model

• Startup culture backed by a secure, global bran

Roster of Uniques

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 opportunity employer).