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'll bridge operational stakeholders and development teams, translating business problems into actionable requirements while managing project documentation and facilitating testing.

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