[Remote] Business Analyst - Customer Operations
Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Competitive pay and benefits
- Great training and development opportunities
- Flexible vacation allowance
- Possible hybrid working options
- Start-up culture backed by a secure, global brand
- Being part of a team of rockstars!
Company Overview
Company H1B Sponsorship