Trading Support Operations Coordinator
BetMGMAbout 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 Sportsbook, 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”.
Location:
Must be based in Jersey City, NJ or Las Vegas, Nevada
About the Role
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.
Responsibilities
Drive, Coordinate and ensure that necessary operational actions are taken on all front-line issues and queries that impact Sportsbooks and customers.
Play a vital role in the prioritization of fixes for issues affecting Sportsbook. 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 proposals
Own the settlement of high-profile events, ensuring markets are settled quickly and accurately
Essential Functions
Must be able to stand or sit and operate computers and other technological devices for extended periods of time
Qualifications
Bachelor’s degree or equivalent work experience
Ability to work shifts which include evenings, weekends and public holidays
Ability to work under pressure
Ability to communicate effectively with a range of stakeholders across numerous locations
Effective analytical and problem-solving skills
High attention to detail
Excellent knowledge of sport rules
Experience or strong interest in sports betting
High level of personal initiative and motivation
The hourly pay range for this position is $25.00 to $33.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.
Gaming Compliance & Licensing Requirements
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.
In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives.
About Our Culture
Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:
Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.
Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.
Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.
What We Offer
As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!
Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.
BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.
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 company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are “all in” together. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.
If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.
This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.