Penn Interactive

General

• Drive and enhance collaboration with other Incident Commanders, Customer Support, Application and Engineering teams - cross-functional teams to lead real-time incident management.
• Provides Leadership for developing Practices, Frameworks, Process Flows, Templates and Process Guides
• Continuously improve and enhance the internal framework, methodology, processes, and tools
• Developing and maintaining key practical capabilities
• Collaborating with SRE Teams and Infrastructure teams to identify requirements and gaps resulting in downtime or blindspots.
• Recommends innovative solutions that enable the organization to deliver on its objectives and goals.
• Promote opportunities for Continuous Service Improvements
• Manage and update Root Cause Analysis documentation.
• Lead SRE communications to stakeholders via E-mail, Slack, & Teams in timely manner
• Lead initiatives to promote JIRA Release Ticket management, quality and alignment with Incident management communication supporting SLAs
• Other duties as required.

Incident Commander

Artificial Intelligence

• Lead the strategy, implementation, and ongoing optimization of Customer Support AI and automation initiatives, including chatbot and agent-assist (CoPilot) functionality, to drive improved customer outcomes, operational efficiency, and self-service adoption.
• Administer and optimize the Zendesk Support platform, including workflows, automations, integrations, permissions, and system enhancements.
• Analyze customer journeys, support workflows, internal tools, and product experiences to identify improvement opportunities and implement scalable solutions that enhance both customer and agent experiences.
• Lead the monitoring of performance metrics and user feedback to evaluate the effectiveness of AI, knowledge management, and support operations, using insights to drive continuous improvement.
• Support and guide team members contributing to AI bot improvement and optimization on their tasks and priorities.
• Own the vision and continuous evolution of Operations knowledge management, including internal knowledge bases and external Help Centers, ensuring content remains accurate, accessible, and aligned with evolving products and policies.
• Partner with cross-functional stakeholders to develop, maintain, and govern Standard Operating Procedures (SOPs), knowledge assets, and training materials that support operational excellence.
• Serve as a subject matter expert and advocate for AI adoption, knowledge management, and support platform best practices across the Customer Experience organization.

CX Manager, AI Optimization

Engineering Manager

• Manage the day-to-day activities of one or more software development teams, providing goal setting, mentorship, coaching, leadership, guidance and performance management and feedback.
• Collaborate closely with the Product Manager on the team to build the roadmap, flesh out requirements, and ensure the team executes.
• Ensure development deliverables are documented and key decisions are recorded in accordance with the design and development process.
• Help with hiring initiatives across the engineering department.
• Assist in identifying process problems and contribute to the continual enhancement of the design, development processes and system architecture.
• Ensure development follows the development process throughout the development lifecycle.
• Establish success metrics (KPIs and SLAs) and monitor team and system performance.
• Collaborate with the team to meet performance, scalability, and reliability goals.
• Stay current with trends, techniques, technology and other factors impacting the job incorporating as deemed necessary.
• Other duties as required.

Senior Engineering Manager, Promotions

Frontend Engineer

• Build front-end applications using modern JavaScript technologies (React, TypeScript).
• Partner with product and design to architect and ship polished customer-facing features.
• Continuously improve code quality by identifying technical debt, proposing solutions, and raising the bar for the whole team.
• Learn, mentor, and grow alongside teammates through code reviews, pair programming, and knowledge sharing.
• Participate in the design, architecture, and delivery of new features in a collaborative agile/scrum environment.
• Leverage observability and monitoring tools to diagnose issues and improve the user experience.
• Write thorough tests for every feature and bug fix. Testing is a first-class discipline on this team.
• Build performant, accessible web applications that work for everyone.
• Collaborate with QA to strengthen automated testing pipelines and CI/CD workflows.
• Incorporate AI-assisted development tools (e.g. GitHub Copilot, Claude) to accelerate delivery and maintain high code quality.

Web Developer, Casino

Associate

• Support live odds management during events under supervision.
• Monitor live matches and assist with market updates, suspensions, and reopenings.
• Ensure data accuracy across live markets and flag anomalies quickly.
• Assist with price comparison vs competitors and highlight mispricing risks.
• Support execution of event templates (Tier 1 / Tier 2 / Tier 3).
• Learn sport-specific live trading behaviors and pricing dynamics.
• Assist with tracking liability and exposure during live events.
• Escalate technical, feed, or pricing issues to senior traders or LBOD.

Associate Sportsbook Trader

Customer Success Manager

• Define, execute, and optimize customer lifecycle marketing strategies for iCasino (Hollywood, theScore Casino) and online Sportsbook (theScore Bet)
• Lead the development and management of automated, segmented, and personalized CRM initiatives to drive retention, loyalty, cross-sell (including retail), and reactivation of lapsed customers
• Managing marketing communications across email, SMS, push, retail and paid channels
• Work collaboratively with martech team for the goal of improved automation and technology enhancements to drive performance of the business, including all ad operations and external partners (Optimove)
• Analyze customer data, defining actionable segments and creating targeted lifetime value/customer life-cycle engagement campaigns and programs
• Working closely with the marketing analytics team to build dynamic segmentation and and build monitor dashboards to track and optimize CRM channel performance

Director, CRM

Full-stack Engineer

• Lead the design, architecture, and delivery of new platform capabilities in a collaborative agile environment
• Build, support, and maintain key services that drive our Federated GraphQL API, event-driven architecture, and regulatory compliance tooling
• Drive integrations with internal services by partnering closely with engineering teams and stakeholders across the organization
• Support teams developing features in our customer-facing applications (theScore, theScore Bet, Hollywood Casino) by helping define scope, contributing to technical specs, and identifying edge cases and performance improvements through code and design review
• Develop, scale, and optimize gRPC endpoints, GraphQL APIs, and SQL queries
• Own observability practices across our systems, including monitoring, alerting, and incident response (DataDog, Bugsnag)
• Proactively identify bottlenecks and areas of systemic risk, and lead efforts to address them before they impact reliability or scale
• Mentor engineers across the organization and contribute to a culture of technical excellence

Staff Software Developer

Risk

• Learn the basics of bet ticker monitoring
• Have the ability to quickly carry out price comparisons
• Add accurate and informative bet notes
• Obtain familiarity with internal & external Trading tools
• Understand the interaction between Vegas & 3rd-party provider consoles and identify where to take action as needed (price cut, market suspension or removal)
• Assist Traders with grading, customer support queries, notifications & manual market creation
• Monitor liabilities, promos, and anomalies in real time
• Tag suspicious activity and escalate bonus abuse or sharp players
• Assist with exposure dashboards and reporting tasks
• Learn player profiling and basic risk segmentation

Risk & Trading Associate

Product Designer

• Work closely with other product designers, product managers, engineers, and various stakeholders, to contribute to Alley-oop, our Design System.
• Create and maintain foundational patterns, UI components, and documentation, while following accessibility standards.
• Support product designers to speed up their workflows by creating reusable and adaptable interactive components that leverage variants, design tokens, and component properties.
• Anticipate how the components and styles in the system will affect those using them and optimize Figma libraries accordingly.
• Advocate for Alley-oop across the organization and support cross-functional teams with its adoption.
• Effectively communicate and articulate your thoughts on your designs and processes in order to justify your design decisions.
• Being open and receptive to feedback, exploring iterations, and providing objective feedback for other product designers.
• Always think about driving the system forward by helping to shape the roadmap and governance model in order to improve team and organizational processes.
• Other duties as required.

Product Designer – Design Systems

Marketing

• Work as part of theScore Bet CRM team to prepare, schedule and analyze promotions and lifecycle communications for theScore Bet brand.
• Draft promotional copy and create Branch links for deep linking purposes.
• Work hand-in-hand with both the marketing operations and commercial sportsbook teams to coordinate logistics and execution of marketing campaigns.
• Increase customer engagement and retention, reducing churn, and actively moving users further down the loyalty path.
• Use data and work closely with the analytics, risk and commercial marketing teams to identify key customer behaviors, assess and provide regular reporting on campaign performance, and continuously identify ways to improve the overall customer experience.
• Collaborate with the theScore Bet Casino team to ensure a cohesive cross-platform user experience.
• Be a proactive part of the ideation process, contributing in team meetings and strategy sessions.
• Other duties as required.

Incident Commander

Incident Commander

CX Manager, AI Optimization

Senior Engineering Manager, Promotions

Senior Engineering Manager, Promotions

Web Developer, Casino

Web Developer, Casino

Associate Sportsbook Trader

Associate Sportsbook Trader

Director, CRM

Staff Software Developer

Risk & Trading Associate

Product Designer – Design Systems

Marketing Specialist