Trading Support Operations Coordinator

Discover What’s Possible at BetMGM Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business. As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include: Medical, Dental, Vision, Life, and Disability Insurance 401(k) with company match Pre-tax spending accounts including health care FSA and commuter savings Flexible paid time off Professional development reimbursement and ongoing skills training opportunities Employee resource groups Swag, ticket giveaways, and more! At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win. 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. About the Role 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. 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 sport rules Experience or strong interest in sports betting High level of personal initiative and motivation Compensation The hourly pay range for this position is $24.50 to $32.50. 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 Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc. 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 BetMGM's responsible gambling policies, procedures, and initiatives. About BetMGM BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. 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 Casino, 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. 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. If you need assistance or accommodation with your application due to a disability, you may contact us at View email address on click.appcast.io. 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. #LI-JM1 When a legendary global entertainment company joins forces with the world’s largest online betting technology company, the gaming world sits up and takes notice. BetMGM is a partnership between MGM Resorts International and Entain Holdings that is revolutionizing sports betting and online gaming in the United States. BetMGM is the exclusive sports betting division of MGM, both online and in MGM casinos nationwide. BetMGM is also the headline brand for online casino gaming along side sister brands Borgata Online (New Jersey), Party Casino and Party Poker . We aspire to make unforgettable moments of sports and gaming even more personal, powerful, and fun through unmatched digital technology and evocative player experiences.