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.

Sports Manager

The 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.

Responsibilities

• Own 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 periods
• Act as main escalation point for complex, high‑impact, or sensitive sportsbook cases
• Ensure readiness for new product launches and market changes
• Lead, coach, and develop sportsbook team leaders and agents; drive performance and continuous improvement
• Support hiring, onboarding, and ongoing development of sportsbook teams
• Oversee VIP and sensitive cases with timely and compliant resolution
• Define and enforce escalation paths and decision‑making frameworks
• Track, analyze, and optimize KPIs related to sportsbook support and customer satisfaction
• Deliver insights and recommendations to senior leadership
• Collaborate with Product, Trading, Risk, and CRM teams to improve sportsbook features and user experience

Qualifications

• Proven experience managing teams in customer support or operations environments
• Strong hands‑on knowledge of sports betting mechanics and customer behavior
• Deep understanding of Mexican sports and major sporting events
• Excellent leadership, coaching, and decision‑making skills
• Ability to operate effectively under high‑pressure, real‑time sports environments
• Analytical mindset with experience using KPIs and performance dashboards
• Excellent communication and stakeholder management skills