Sportsbook Manager

Reelu is a leading partner company supporting businesses in the iGaming, finance, and sportsbook industries. We are currently seeking a Sports Manager, for Hard Rock Bet Mexico and our partner company.Register to Reelu Talent community and get matched today! (Enter email, upload CV and create your storyboard. Once your storyboard is live, don't forget to apply to the role)Sports ManagerThe Sports Manager oversees all sportsbook customer support operations for Hard Rock Bet Mexico’s online gaming call center. This role ensures operational excellence, expert sports betting support, and a high-quality customer experience across sports products and events. You will be the subject-matter expert for sportsbook support, with strong knowledge of the Mexican sports market, including Liga MX and international competitions.ResponsibilitiesOwn end-to-end sportsbook customer support operations, ensuring accuracy and compliance in handling inquiries (odds, settlements, bonuses, promotions)Align support with major sporting events, calendars, and peak traffic periodsAct as main escalation point for complex, high-impact, or sensitive sportsbook casesEnsure readiness for new product launches and market changesLead, coach, and develop sportsbook team leaders and agents; drive performance and continuous improvementSupport hiring, onboarding, and ongoing development of sportsbook teamsOversee VIP and sensitive cases with timely and compliant resolutionDefine and enforce escalation paths and decision-making frameworksTrack, analyze, and optimize KPIs related to sportsbook support and customer satisfactionDeliver insights and recommendations to senior leadershipCollaborate with Product, Trading, Risk, and CRM teams to improve sportsbook features and user experienceQualificationsProven experience managing teams in customer support or operations environmentsStrong hands-on knowledge of sports betting mechanics and customer behaviorDeep understanding of Mexican sports and major sporting eventsExcellent leadership, coaching, and decision-making skillsAbility to operate effectively under high-pressure, real-time sports environmentsAnalytical mindset with experience using KPIs and performance dashboardsExcellent communication and stakeholder management skillsRegister to Reelu Talent community and get matched today!