Manager - Operations Strategy & Insights

Overview

What are we building?

Hard Rock Digital is a team focused on becoming the best online sports book, 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 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, 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 — ready to join us?

As an Operations Strategy & Insights Manager
, you will play an important role in supporting and executing operational strategy through data analysis, insights, and cross-functional collaboration. This role focuses on identifying opportunities to improve efficiency, quality, and scalability across operations, translating data into actionable insights, and partnering with stakeholders to drive measurable improvements.

This position requires strong analytical skills, operational curiosity, and the ability to work cross-functionally to influence outcomes through data and insights.

• Partner cross-functionally with Product, Technology, Data, Risk, and Customer Support teams to support operational strategy initiatives.

• Analyze operational performance, trends, and drivers to identify opportunities for improvement and optimization.

• Develop and maintain reporting, dashboards, and performance metrics to support decision-making and visibility.

• Translate data into clear insights, recommendations, and action plans for operational and functional leaders.

• Support continuous improvement initiatives focused on efficiency, quality, cost optimization, and customer experience.

• Assist in the rollout and optimization of new tools, workflows, and AI-enabled capabilities across operations.

• Evaluate existing operational processes to identify gaps, risks, and scalability challenges.

• Build data-backed analyses and business cases to support new initiatives, tooling, or resource needs.

• Collaborate with stakeholders to define success metrics and measure the impact of operational changes.

• Ensure operational execution aligns with broader business goals and OKRs.

• Support change management efforts, including documentation, communication, and adoption tracking.

• Create and maintain clear documentation for operational processes, metrics definitions, and insights.

• Monitor ongoing performance and proactively surface risks, issues, and improvement opportunities.

• Provide guidance and support to analysts or junior team members contributing to reporting and insights.

• Support the rollout of new back-office tools by partnering with cross-functional teams to ensure operational readiness and adoption.

• Help define and refine business and system requirements based on data-driven insights and evolving operational needs.

• Bachelor’s degree in Business, Analytics, Operations, Finance, or a related field.

• Master’s degree (MBA, MS, or equivalent) is a plus.

• 4–6 years of experience in operations strategy, analytics, consulting, or insights-focused roles.

• Experience in online gaming, fintech, payments, or high-volume digital operations preferred.

• Strong analytical and problem-solving skills, with experience working with complex data sets.

• Experience developing performance metrics, dashboards, and operational reporting.

• Ability to balance analytical rigor with practical execution.

• Strong communication skills with the ability to clearly present insights and recommendations.

• Comfortable working in a fast-paced, evolving environment with multiple priorities.

• Experience supporting AI-enabled tools, automation, or digital transformation initiatives.

• Familiarity with Agile methodologies and cross-functional delivery models.

• Proficiency with SQL and/or BI tools (e.g., Tableau, Looker, Power BI, or similar).

• Knowledge of operational KPIs such as AHT, CSAT, quality, productivity, and cost metrics.

• Experience partnering…