Trading Support Operations Coordinator
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. This position is scheduled to work from 6:00 PM to 2:00 AM Eastern Time. As part of a 24/7/365 operation, this role may require scheduled work on weekends and holidays based on business needs and staffing requirements.
- 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.
- Bachelor’s degree or equivalent work experience (required)
- Ability to work shifts which include evenings, weekends and public holidays (required)
- Ability to work under pressure (required)
- Ability to communicate effectively with a range of stakeholders across numerous locations (required)
- Effective analytical and problem-solving skills (required)
- High attention to detail (required)
- Excellent knowledge sport rules (required)
- Experience or strong interest in sports betting (required)
- High level of personal initiative and motivation (required)
- Medical, Dental, Vision, Life, and Disability Insurance (required)
- 401(k) with company match (required)
- Pre-tax spending accounts including health care FSA and commuter savings (required)
- Flexible paid time off (required)
- Professional development reimbursement and ongoing skills training opportunities (required)
- Employee resource groups (required)
- Swag, ticket giveaways, and more! (required)
BetMGM is a leading US sports betting and online gaming operator, formed in 2018 as a joint venture between MGM Resorts International and Entain. Headquartered in Jersey City, New Jersey, it holds exclusive access to MGM's land-based and online sports betting, poker and casino businesses across the United States and Canada. The company operates the BetMGM, Borgata Casino, Party Casino and Party Poker brands and is one of the largest operators in the regulated North American market. Its products combine online sportsbook, casino and poker with MGM's nationwide network of casinos.
