Oaklawn Racing Casino Resort
Online Sports Manager - Full Time (Shifts Vary)
Oaklawn Racing Casino Resort, Hot Springs National Park, Arkansas, United States, 71901
Online Sports Manager
Thank you for your interest in becoming part of the Oaklawn Team. We have an extraordinary legacy. We are a family with strong core values, providing a new level of excitement for our guests and Team Members as we aspire to be Arkansas' Employer of Choice. We are currently seeking a talented individual to become an Online Sports Manager. An individual could be successful if they possess the following: Essential Duties And Responsibilities This role involves managing financial transactions, ensuring compliance with regulations, resolving customer disputes, helping with day-to-day operations and assisting with promotional campaigns. The ideal candidate has experience in a sportsbook or casino setting, proficiency with graphics editing tools, and a solid understanding of sports betting operations. All duties are to be performed in accordance with property policies, practices, and procedures. This position must also exhibit a high level of professional and personalized guest service that best serves our guests. Always presents a friendly and professional image at Oaklawn. The following and other duties may be assigned as necessary: Team Leadership & Operations Lead and coach the team of Wagering Customer Support Agents, fostering a high-performance, customer-focused culture. Create, maintain, and audit Standard Operating Procedures (SOPs) and workflows for all daily sportsbook operations. Manage day-to-day operations of the online sports betting platform, ensuring smooth functionality, accurate event listings, and timely promotions. Monitor reports and track key performance indicators (KPIs) to ensure Wagering Customer Support Agents meet established Service Level Agreements (SLAs). Compliance & Risk Management Review and approve withdrawal requests in accordance with company policies and regulatory requirements. Identify and investigate suspicious or potentially fraudulent transactions, escalating when necessary. Monitor wagering offerings for unusual or irregular odds and take corrective action as needed. Ensure all sportsbook activities comply with applicable rules, regulations, and internal policies. Customer Issue Resolution Resolve escalated customer disputes related to bet resettlements, promotions, and other system issues. Coordinate with internal and external stakeholders to address operational and technical challenges promptly. Marketing & Promotions Collaborate with marketing to develop, review, and deploy sportsbook promotional campaigns. Assist in the creation and review of graphics, copy, and messaging for campaigns, email communications, and social media content. Conduct competitive research to identify emerging opportunities and enhance future sportsbook offerings. Partnerships & Collaboration Communicate with external business partners to maintain and improve operational processes. Work cross-functionally with product, compliance, and marketing teams to ensure seamless execution of initiatives. General Follow all established Oaklawn procedures and policies. Perform other duties as assigned. Qualification Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. High School Diploma or GED required. One to two years of experience in a sportsbook or casino setting. Proficiency in Microsoft Office, including Excel, Word, and PowerPoint. Experience with graphics editing software such as GIMP and/or Photoshop (or equivalent). Strong knowledge of sports betting operations and familiarity with sports betting apps. Guest service experience preferred. Must be able to handle several projects and tasks at the same time. Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. Strong analytical and investigative skills. Ability to work in a fast-paced environment. Excellent communication and teamwork skills. Supervisory Responsibilities Manages work procedures and expedites workflow. Provides coaching and counseling to team members. Language Skills Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required. Certificates, Licenses, Registrations Employee must be able to qualify for licenses and permits required by federal, state and local regulations. Oaklawn an equal opportunity employer. It is Oaklawn's intent to provide a drug-free, healthy, safe and secure environment for our Team Members. All applicants must complete a pre-employment drug screen and background check.
Thank you for your interest in becoming part of the Oaklawn Team. We have an extraordinary legacy. We are a family with strong core values, providing a new level of excitement for our guests and Team Members as we aspire to be Arkansas' Employer of Choice. We are currently seeking a talented individual to become an Online Sports Manager. An individual could be successful if they possess the following: Essential Duties And Responsibilities This role involves managing financial transactions, ensuring compliance with regulations, resolving customer disputes, helping with day-to-day operations and assisting with promotional campaigns. The ideal candidate has experience in a sportsbook or casino setting, proficiency with graphics editing tools, and a solid understanding of sports betting operations. All duties are to be performed in accordance with property policies, practices, and procedures. This position must also exhibit a high level of professional and personalized guest service that best serves our guests. Always presents a friendly and professional image at Oaklawn. The following and other duties may be assigned as necessary: Team Leadership & Operations Lead and coach the team of Wagering Customer Support Agents, fostering a high-performance, customer-focused culture. Create, maintain, and audit Standard Operating Procedures (SOPs) and workflows for all daily sportsbook operations. Manage day-to-day operations of the online sports betting platform, ensuring smooth functionality, accurate event listings, and timely promotions. Monitor reports and track key performance indicators (KPIs) to ensure Wagering Customer Support Agents meet established Service Level Agreements (SLAs). Compliance & Risk Management Review and approve withdrawal requests in accordance with company policies and regulatory requirements. Identify and investigate suspicious or potentially fraudulent transactions, escalating when necessary. Monitor wagering offerings for unusual or irregular odds and take corrective action as needed. Ensure all sportsbook activities comply with applicable rules, regulations, and internal policies. Customer Issue Resolution Resolve escalated customer disputes related to bet resettlements, promotions, and other system issues. Coordinate with internal and external stakeholders to address operational and technical challenges promptly. Marketing & Promotions Collaborate with marketing to develop, review, and deploy sportsbook promotional campaigns. Assist in the creation and review of graphics, copy, and messaging for campaigns, email communications, and social media content. Conduct competitive research to identify emerging opportunities and enhance future sportsbook offerings. Partnerships & Collaboration Communicate with external business partners to maintain and improve operational processes. Work cross-functionally with product, compliance, and marketing teams to ensure seamless execution of initiatives. General Follow all established Oaklawn procedures and policies. Perform other duties as assigned. Qualification Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. High School Diploma or GED required. One to two years of experience in a sportsbook or casino setting. Proficiency in Microsoft Office, including Excel, Word, and PowerPoint. Experience with graphics editing software such as GIMP and/or Photoshop (or equivalent). Strong knowledge of sports betting operations and familiarity with sports betting apps. Guest service experience preferred. Must be able to handle several projects and tasks at the same time. Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner. Strong analytical and investigative skills. Ability to work in a fast-paced environment. Excellent communication and teamwork skills. Supervisory Responsibilities Manages work procedures and expedites workflow. Provides coaching and counseling to team members. Language Skills Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in in English may also be required. Certificates, Licenses, Registrations Employee must be able to qualify for licenses and permits required by federal, state and local regulations. Oaklawn an equal opportunity employer. It is Oaklawn's intent to provide a drug-free, healthy, safe and secure environment for our Team Members. All applicants must complete a pre-employment drug screen and background check.