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BetMGM · 18 hours ago

Trading Support Operations Coordinator

Nevada, United States

Full-time

Onsite

New Grad, Entry Level

$25/hr - $33/hr

BetMGM is revolutionizing sports betting and online gaming in the United States. The Trading Support Operations Coordinator will be responsible for coordinating and resolving technical and process issues within the trading team to enhance customer experience and operational efficiency.

GamingOnline GamesSports

Comp. & Benefits

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