Senior Performance Manager - Verifications

Job description

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's interaction, experience, behaviour, 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, the new 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 the Senior Performance Manager of the Verifications Team, you will be responsible for defining, evolving, and optimizing our Customer Identification Program (CIP) and Know Your Customer (KYC) Program to ensure regulatory compliance while enabling scalable, customer-friendly growth. This role sits at the intersection of compliance, product, operations, and technology, translating regulatory requirements into practical, risk-based KYC frameworks. This role requires a strong focus on deep dive analysis, workflow mapping, automation, customer experience, and operational efficiency. Key responsibilities Strategic Leadership - Drive the vision, strategy, and continuous improvement of the Verifications function to align with business goals and industry best practices Regulatory Compliance & Risk Management - Ensure robust adherence to CIP/KYC and AML regulations through expert guidance, policy oversight, and audit readiness Operational Excellence - Lead our operations with a focus on efficiency, SLA adherence, and process optimization Technology & Automation - Drive automation, tooling enhancements, and vendor strategy (IDV, screening, workflow tools) Partner with Operations and Product teams to improve KYC efficiency, quality, and customer experience Reporting & Analytics - Deliver insights through reporting and analytics to track performance, identify risks, and guide strategic decisions Troubleshoot issues and support root cause analysis to resolve operational blockers Stay abreast of emerging technologies, industry best practices and regulatory trends What are we looking for? Strong analytical skills with the ability to deep dive into technical and complex workflows and data fields to identify opportunities and deliver high performing CIP/KYC programs. Understanding how Verifications impact our customers and the wider business is vital and communication sits at the heart of everything we do. A keen eye for detail, an inquisitive mindset, and the ability to solve complex problems are also essential qualities. Must haves At least 2 years' experience in iGaming in a KYC or related function Solid understanding of multi-jurisdictional licensing regimes In-depth knowledge of AML, KYC, and Responsible Gambling frameworks and regulatory obligations Ability to deliver clear and accurate reporting (ideally Tableau or SQL experience) Project management experience Ability to taking complex queries and workflows and communicate them in a clear and simple way Demonstrable experience in the delivery of Operational Excellence and optimization Nice to have Third party verifications vendor relationship Familiarity with KYC technology solutions and third-party vendors CAMS, CFE, or similar certification Experience supporting regulatory audits What’s in it for you? We offer our employees more than just competitive compensation. Our team benefits include: Competitive pay and benefits Great training and development opportunities Flexible vacation allowance Start-up culture backed by a secure, global brand Being part of a team of rockstars! Roster of Uniques We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).