Customer Manager - Quality & Insights

What are we building? Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming 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 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, 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? As Customer Quality & Insights Manager, you will build and lead how Hard Rock Digital understands and acts on customer sentiment. This is a zero-to-one role: the function doesn't exist yet, and you will be the one to organize various efforts into one cohesive strategy — the reporting, the process, and eventually the team. At the center of the role is a closed loop, and running that loop well is the actual job: identify where sentiment is slipping, diagnose what's driving it, get the finding to the team who can fix it, and then track what happens after the fix ships to confirm it actually moved the needle. Anything short of closing the loop is just reporting; closing it is what makes the role valuable. You will organize diagnosis around three pillars that drive cus