The Leaflet

Customer Success Manager

• Own the CRM innovation roadmap, identifying opportunities to improve customer engagement, personalization, retention, and operational efficiency
• Research, evaluate, and pilot new CRM, AI, automation, and customer engagement technologies that can drive measurable business impact
• Build and validate proof-of-concepts before committing engineering resources to full-scale development
• Partner with CRM, Data Science, Product, Engineering, and Analytics teams to operationalize predictive models, personalization capabilities, and advanced segmentation strategies
• Lead experimentation efforts to test new CRM strategies, customer experiences, and technology solutions
• Help evolve the CRM technology ecosystem, including platforms such as Braze, Segment, Snowflake, Amplitude, dbt, Movable Ink, and other supporting technologies
• Identify opportunities to automate workflows, improve campaign execution, and increase the effectiveness of CRM programs
• Translate innovative concepts into clear business cases, implementation plans, and measurable success criteria
• Stay ahead of industry trends in CRM, MarTech, AI, and personalization, bringing new ideas and capabilities to the organization

Manager – CRM Innovation

Director

• The Senior Director – Sportsbook Commercial Manager is responsible for steering the commercial NGR performance of the sportsbook business.
• This role drives the sportsbook commercial strategy and works with the core marketing, sports and operational teams.
• Tracking player acquisition, new real money player payback periods, retention performance, promotional effectiveness, individual sports actives and engagement, customer value optimization, and cross-functional execution.
• The role acts as the primary commercial stakeholder connecting Trading, CRM, Product, VIP, Acquisition, Integrated Marketing, Omni, Analytics and Operations.

Senior Director – Sports Commercial Revenue

DevOps Engineer

• Ensure the availability, reliability, and performance of high-traffic Java-based applications in a distributed environment.
• Troubleshoot and resolve complex issues across production and non-production environments.
• Participate in pre- and post-deployment performance testing and monitoring to continuously improve application performance.
• Optimize Java application performance with a focus on JVM tuning, efficient resource utilization, and horizontal scaling.
• Deploy and manage the Grafana stack (Grafana, Prometheus, Loki, Mimir, Alloy) to deliver real-time monitoring, logging, and alerting.
• Implement and refine observability strategies that enhance visibility into application and infrastructure health.
• Create and maintain dashboards, alerts, and log queries for comprehensive system health monitoring.
• Integrate AI/ML models into the observability pipeline for anomaly detection, predictive alerting, and intelligent alert correlation and noise reduction.
• Design, build, and operate agentic AI workflows that automate operational tasks such as alert triage, root cause analysis, runbook execution, and incident summarization.
• Develop tool-calling LLM agents that interact with infrastructure APIs (Kubernetes, Grafana, Jira, Slack, PagerDuty) to execute diagnostic and remediation actions autonomously or with human-in-the-loop approval.
• Build and maintain MCP (Model Context Protocol) servers and integrations that expose internal systems as tool surfaces for AI agents.
• Evaluate, select, and operationalize LLM frameworks and orchestration platforms (e.g., LangChain, LangGraph, CrewAI, n8n, or custom solutions) for production-grade agentic systems.
• Implement guardrails, evaluation harnesses, and feedback loops to ensure AI agent outputs are accurate, safe, and continuously improving.
• Champion the adoption of AI-assisted development and operations practices across the SRE and broader engineering organization.
• Support the operations team’s incident response efforts, conduct post-mortems, and identify root causes to prevent recurrence.
• Leverage AI tools to accelerate incident timelines, auto-generate post-mortem drafts, and surface patterns across historical incidents.
• Document and share lessons learned, contributing to a culture of continuous improvement.
• Identify repetitive operational workflows and engineer AI-augmented or fully automated replacements.
• Build self-service tools and chatbot interfaces that allow engineering teams to query system status, retrieve logs, and execute standard operating procedures through natural language.
• Measure and report on toil reduction metrics to quantify the impact of automation initiatives.
• Work closely with developers, architects, and data/ML engineers to design solutions that improve reliability and leverage AI capabilities.
• Collaborate with DevOps and NOC teams to support the application platform.
• Communicate SRE practices, AI/automation capabilities, and operational insights to technical and non-technical stakeholders.
• Provide feedback on application performance, potential improvements, and observability metrics.

Senior Site Reliability Engineer

General Counsel

• Provide legal support and guidance across multiple functions of the company, including senior management
• Include broad legal responsibilities with respect to commercial matters for the company
• Draft and negotiate MSAs, SOWs, sponsorship and partnership agreements, marketing, media and affiliate agreements, product and technology agreements and other commercial agreements
• Work closely with teams across the business technology and product, social/free to play games, marketing, finance and operations

Commercial Counsel

System Administrator

• Act as a supporting administrator for the financial systems, including user access, security roles, system configurations, and integration support.
• Partner with financial system stakeholders and other Senior Systems Administrators to maintain, enhance, and automate financial systems and processes.
• Support the monitoring of segregation of duties, user access controls, and compliance with SOX/Gaming. within the financial systems.
• Participate in system testing for new products and launches to ensure financial system integrity and reporting accuracy.
• Support configuring, maintaining, and validating data for integrations between financial systems.
• Assist with reporting needs and ad hoc system queries from accounting and finance stakeholders.
• Support user training, documentation, and troubleshooting across financial systems.
• Identify opportunities to automate manual tasks and improve system workflows.
• Additional projects and tasks as assigned.

Senior Systems Administrator

SDET

• Own test automation strategy and execution across Salesforce environments — Classic, Lightning, and complex third-party integrations — selecting and evolving the right tools and frameworks for our stack.
• Design and build automated test suites using tools such as Playwright, Copado Robot Testing, simple-salesforce, Behave, or similar frameworks, and integrate them into our CI/CD pipelines (GitHub Actions / GitLab CI / ArgoCD).
• Lead regression, smoke, functional, UAT, integration, and performance testing for Salesforce customizations including Apex, Visualforce, Lightning Web Components, and Flow automation.
• Shift left on quality — engage with requirements and design sessions early, challenge assumptions, and flag risks before they reach development.
• Champion testability in code reviews, providing structured feedback on Apex, LWC, and integration code with quality and coverage in mind.
• Validate data integrity across the platform, including Salesforce records, reports, dashboards, Data Cloud pipelines, and inbound/outbound integration payloads.
• Log, triage, and track defects end-to-end in Jira, maintaining clear reproduction steps and working collaboratively with developers through resolution.
• Define and maintain test documentation standards — test plans, test cases, automation scripts, coverage matrices, and results reports.
• Mentor and guide junior QA contributors and developers on automation best practices, test design patterns, and quality-first thinking.
• Stay current with Salesforce releases (3x per year), evaluate new features and deprecations for test impact, and recommend improvements proactively.

Senior Salesforce Test Automation Engineer

Product Manager

• Lead the strategy and execution of multi-jurisdictional regulatory and compliance reporting suite
• Write and run SQL queries to validate report logic and identify root causes
• Collaborate with Compliance and Legal to interpret regulatory requirements
• Partner with Data Engineering and Platform teams to maintain data quality
• Monitor regulatory changes and lead corresponding updates to logic, format, and pipeline dependencies

Product Manager – Regulatory Data

Compliance

• Execute and manage regulatory submissions across primary, secondary, and external testing labs; track lab turnaround times and provide monthly metrics on submission volume and total testing costs.
• Own and enforce the change management process for all platform changes requiring regulatory notification or approval; maintain accuracy of regulated change repositories and approval status across all active jurisdictions.
• Develop and maintain current knowledge of submission and change management requirements for each licensed jurisdiction; update internal documentation as regulatory requirements evolve.
• Support TC Operations activities including JIRA ticket review, compliance order management tracking, and quarterly project milestone management.
• Serve as an operational point of contact for internal engineering, product, and QA teams on compliance requirements; interface with external regulators, independent testing labs, and vendors as required.
• Identify and recommend opportunities for automation and process improvement within submission and change management workflows to support jurisdictional growth and operational efficiency.
• Contribute to assurance monitoring activities during lower-volume submission cycle periods in collaboration with the broader Technical Compliance team.
• Partner with Product and Technology teams during grooming and sprint planning to identify technical compliance requirements for new product development; ensure regulatory obligations are captured and incorporated prior to development commitment.
• Review platform source code and collaborate directly with development and QA teams to evaluate bugs, code changes, and platform enhancements for regulatory impact; validate that software builds meet applicable jurisdictional technical standards prior to submission or deployment.
• Assess and assign regulatory criticality classifications to development work items, determining the appropriate notification pathway and regulatory disclosure obligations for each change across applicable jurisdictions.
• Provide timely compliance review of incidents and emergency change requests; evaluate regulatory exposure, document findings, and coordinate with engineering and compliance leadership to ensure any required regulator notifications or remediation actions are completed within required timeframes.

Technical Compliance Manager

• Execute CRM and promotional campaigns
• Coordinate pre-planned, seasonal, and real-time campaigns to align with customer needs and commercial objectives
• Own day-to-day campaign setup, QA, deployment, and reporting across CRM and promotional tools
• Ensure all messaging and promotional materials are accurate, compliant, and delivered on schedule
• Partner with stakeholders to implement campaign mechanics, targeting, offer structures, and messaging
• Track and report on campaign performance, identifying optimization opportunities
• Execute testing plans and support continuous improvement initiatives

Senior Coordinator – Casino Promotions, CRM

Copywriter

• Support the Creative Pod: Support senior creatives on larger campaign initiatives by adapting and extending copy across additional formats, versions, and placements - in both English and Spanish.
• Copy Production: Write and adapt bilingual copy for a variety of channels including social media, email, push notifications, in-app messaging, web, and digital advertising - with a deep understanding of U.S. Hispanic sports culture and audience nuance.
• Versioning & Adaptation: Execute multiple copy variations based on campaign briefs or master messaging, ensuring accuracy, consistency, and authentic cultural resonance across all Spanish-language executions.
• Transcreation: Go beyond direct translation - transcreate English copy into Spanish that feels native, culturally relevant, and emotionally resonant for U.S. Hispanic sports fans rather than just literally translated.
• File Prep & Delivery: Prepare final copy for handoff, including proper formatting, versioning, and organization for various platforms and internal teams.
• Quality Assurance: Proof and review copy assets for errors, ensuring every word is on-brand, grammatically sound, culturally appropriate, and compliant with regulatory requirements.
• Collaboration: Work closely with designers, project managers, and marketing teams to meet deadlines and deliver cohesive, compelling creative across both languages.
• Stay Ahead of Trends: Keep up-to-date with the latest trends in Spanish-language digital marketing, U.S. Hispanic sports culture, and the broader iGaming landscape.

Bilingual Copywriter

Designer

• Support the concepting, design, and execution of creative across the full marketing mix - including brand campaigns, lifecycle programs, promotions, paid social, and personalized experiences tailored for the Canadian market.
• Create visually stunning, on-brand assets across a broad range of channels including CRM, email, push notifications, in-app messaging, social, digital advertising, and beyond.
• Partner with cross-functional teams - including product, marketing, and analytics - to align creative output with broader Canadian launch goals and business objectives.
• Stay ahead of trends by keeping up-to-date with the latest design trends and best practices in digital marketing, with particular attention to the Canadian cultural landscape and iGaming industry.
• Maintain a cohesive brand presence across all channels and markets, ensuring every design you create strictly adheres to Hard Rock Digital’s brand guidelines and the specific regulatory requirements.

Designer – International

Producer

• Partner closely with a nimble team of creatives, contributing your expertise to raise the quality of the work.
• Be a key creative voice in our international expansion into Canada, ensuring content reflects local culture, tone, and market context across all platforms and touchpoints.
• Make sure every asset is built to win and plays by the rules. That means staying sharp on responsible gaming standards, offer disclaimers, age-gating, and Canadian regulatory requirements across provinces.
• Oversee production for high-impact content across social, UGC, and influencer channels. Hit timelines, hit budgets, and create work that genuinely connects with audiences.
• Travel to and produce campaign shoots, bringing creative vision to life on location.
• Source, guide, and scale a bench of content creators - with a focus on Canadian voices - who can authentically represent the Hard Rock Digital brand in vertical, mobile-first formats.
• Jump in and edit short-form videos, cut reels, mock up stories, and crank out assets tied to timely moments like live games, big wins, or new market launches.
• Partner closely with Creative and Marketing leadership to translate offers, promos, and campaign briefs into content plans that land with Canadian audiences.
• Review content performance data to optimize creative output, test new formats, and improve quickly based on what's working.
• Handle production budgets, negotiate creator deals, and make the most of every dollar.

Senior Content Producer – International

Manager

• Own slots performance reporting and GGR tracking — building dashboards, surfacing trends, and keeping stakeholders informed
• Monitor RTP across the portfolio; identify and flag risky titles and escalate where governance action is needed
• Co-ordinate new game launches end-to-end — from supplier briefings to go-live
• Feed into CRM and bonus campaigns, including free spins, featured game placements, and promotional calendar planning
• Run frequency gap analysis to identify underperforming windows and surface commercial opportunities
• Conduct player behaviour analysis — session patterns, loss trends, and responsible gambling signals on specific titles
• Support bonus abuse detection across the slots vertical
• Liaise with our Supplier Relations lead on content pipelines, commercial terms, and exclusive game selection
• Co-ordinate supplier creative materials for use across marketing and on-site placements
• Contribute to roadmap curation alongside the wider Commercial and Product teams
• Use AI tools — including Claude and automation workflows — to accelerate reporting, surface insights, and reduce manual overhead

Manager – Slots

• Develop and execute a scalable payments strategy aligned with HRD’s operational and business objectives.
• Lead initiatives focused on improving payment acceptance rates, reducing payment friction, and optimizing payment performance.
• Serve as a subject matter expert on payment operations, processors, and industry best practices.
• Partner cross-functionally with Risk, Fraud, Compliance, Product, and Operations teams to support strategic business initiatives.
• Monitor payment performance metrics, transaction trends, declines, chargebacks, disputes, and operational KPIs.
• Identify opportunities to improve authorization rates, reduce processing costs, and enhance customer experience.
• Analyze payment data and operational trends to proactively identify gaps, risks, and optimization opportunities.
• Develop scalable operational processes and reporting frameworks to support business growth.
• Evaluate vendor performance, negotiate operational improvements, and ensure service level expectations are met.
• Partner closely with Fraud and Risk teams to support payment security and operational integrity.
• Collaborate with Product and Engineering teams to improve payment infrastructure, workflows, and integrations.