Business Analyst - Customer Operations

Hard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company in the world. As a Business Analyst on the Customer Operations team, you will bridge the gap between operational stakeholders and development teams, translating business problems into actionable requirements while managing documentation and project coordination.

Responsibilities:

• Partner with stakeholders across Customer Service, Payments, Compliance, Risk, Responsible Gaming, Fraud, and Player Experience to gather, analyze, and document business requirements
• Manage intake and prioritization of incoming requests, assessing effort and business impact and facilitating prioritization discussions
• Write functional specifications, user stories, acceptance criteria, process flows, and business documentation
• Support payments and financial operations projects, including process automation, provider integrations, and tooling improvements
• Contribute to compliance and regulatory initiatives including KYC, AML, responsible gaming, and multi-jurisdiction requirements
• Support new market and product launches by defining operational readiness requirements and coordinating delivery
• Maintain project documentation, meeting notes, business readiness plans, and decision logs
• Manage project tickets, coordinate with development teams, and communicate status and risks
• Facilitate UAT, define test cases, coordinate testing, and validate requirements before release
• Identify opportunities to automate and optimize operational workflows
• Partner with analytics teams to define reporting requirements and operational metrics
• Support vendor evaluations and third-party integrations
• Collaborate with Training & Development and Operations leadership to support adoption and change management

Requirements:

• 3–5+ years of experience as a Business Analyst or Business Systems Analyst
• Strong command of discovery, requirements documentation, user stories, acceptance criteria, UAT coordination, and release support
• Experience working with CRM or case management platforms
• Comfort working in Agile/Scrum environments
• Self-starter with the ability to independently drive workstreams forward, navigate ambiguity, identify blockers and risks, and proactively bring recommendations and solutions to stakeholders
• Ability to manage multiple concurrent workstreams
• Strong written and verbal communication skills
• Analytical mindset with an interest in data and reporting
• Experience in online gaming, fintech, payments, or another regulated industry is a strong advantage
• Collaborative, low-ego, and proactive
• CRM administration or configuration experience
• Exposure to payment processing, fraud, or identity verification tooling
• Familiarity with SQL, data warehousing, or analytics environments
• Knowledge of responsible gaming, AML, or compliance frameworks
• Experience supporting multi-state or multi-jurisdiction launches