Senior Payments Manager

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social casino 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's 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, the new 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?

What's the position?

We are seeking a highly skilled and experienced Sr. Payments Manager to join our team. The role will be responsible for customer service payments escalations, bench marking and change implementation, operational improvements, rule refinement, payment risk and transactional reviews and implementing a continuous feedback loop with the aim to
deliver the best possible payments experience for our customers

Key Responsibilities:

• Operational Leadership: Oversee day-to-day operations across all locations (FL, NJ, and Conduet), ensuring efficiency, compliance, and alignment with organizational goals.
• Schedule & Payment Approvals: Review and approve payment schedules and transactions to ensure timely and accurate processing.
• Team Supervision: Lead and supervise the Payments team's daily activities, offering direction, support, and performance feedback to ensure operational excellence.
• Quality & Performance Management: Monitor the team's overall production, quality, and assurance metrics, driving continuous improvement initiatives.
• Onboarding & Training: Facilitate onboarding with the training team for new hires and contribute to the training and development of team members to enhance skillsets and operational effectiveness.
• Complaint Management: Oversee the resolution of customer complaints, ensuring timely, empathetic, and compliant handling.
• Knowledge Management: Maintain and update internal resources such as knowledge articles, quick texts, email templates, and unified knowledge to support accuracy and consistency.
• Salesforce Development: Collaborate on the development and enhancement of Salesforce functionalities as needed to support business processes.
• Issue Escalation & Resolution: Act as the main escalation point for the Supervisor group, offering expert guidance, support, and solutions.
• Fire Drill Management: Serve as the primary point of contact during system outages or operational disruptions, leading to incident response and communication.
• Withdrawal Batching Oversight: Supervise withdrawal batching operations to ensure accuracy, compliance, and timeliness.
• Cross-functional Collaboration: Partner with customer service, compliance, IT, and other departments to ensure cohesive, end-to-end payments processing.
• Reporting & Analysis: Prepare detailed reports on payment-related issues, trends, and the effectiveness of preventative strategies to inform leadership decisions.

What are we looking for?

Successful candidates will be self-driven and a self-motivated team player capable of working efficiently in a high-volume real-time environment. The role is best suited for a candidate who thrives in a fast-paced, ever-changing environment with a passion for sports and gaming.

Qualifications:

Education & Experience:

• Bachelor's degree in finance, Business Administration, or a related field
• 5-8 years of experience in payments operations, with at least 2-3 years in a leadership or senior management role.
• Prior experience within iGaming, FinTech, eCommerce, or other high-volume transactional environments is strongly preferred.

Payments & Industry Expertise:

• Deep understanding of global and regional payment methods (e.g., credit/debit cards, bank transfers, e-wallets).
• Familiarity with payment gateways, processors, and reconciliation processes.
• Solid grasp of anti-fraud measures, chargebacks, and risk mitigation strategies specific to iGaming.

Leadership & Operations:

• Proven ability to lead and mentor teams, manage cross-functional projects, and scale operations.
• Experience in process optimization, automation, and managing KPIs like transaction success rate, processing time, and payment acceptance rate.

Tools & Tech:

• Proficiency in Salesforce or other CRM/ERP systems.
• Comfortable working with internal tools, reporting dashboards, and third-party payment platforms.
• Data-driven with proficiency in Excel/Google Sheets/Tableau

Soft Skills:

• Strong problem-solving skills and the ability to stay calm under pressure (e.g., during fire drills or system outages).
• Excellent communication skills for working with internal stakeholders (like IT, Compliance, Customer Support, product) and external partners.
• Detail-oriented and organized, with a strategic mindset.

What's in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Start-up culture backed by a secure, global brand
• Potential Hybrid Scheduling

Roster of Unique

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).