Trading Support Operations Coordinator

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 v

Benefits

Additional Information

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.

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