Job Details

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, behavior, 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?

Our Specialist - Training & Development, sits within our Customer Operations team, reporting to the Training & Delivery Manager.

The Specialist - Training & Delivery, is responsible for delivering impactful learning experiences for our Customer Operations team. This role primarily focuses on onboarding and new hire training, with opportunities to expand into product updates, refresher sessions, quality initiatives, and professional development programs. You'll also facilitate Train-the-Trainer sessions to equip supervisors and agents with the skills to coach and mentor others effectively. Training will be delivered across both in-person and virtual environments, ensuring a consistent and engaging learning experience for all team members.

This role is for a candidate located within a reasonable distance of our New Jersey Hard Rock Hotel & Casino Atlantic City or our Hollywood, FL Hard Rock locations.

Responsibilities:

• Facilitate engaging and effective onboarding sessions for new hire cohorts.
• Partner with the Content team to ensure training materials and learning resources remain accurate and relevant.
• Translate knowledge base content into interactive, learner-friendly training experiences.
• Analyze customer trends and support data to identify performance gaps and recommend targeted training solutions.
• Collaborate with Operations and cross-functional teams to enhance service delivery and share best practices
• Design and deliver Train-the-Trainer programs to build facilitation capability within the team
• Develop structural learning plans, modules, and supporting materials aligned to business goals
• Work closely with stakeholders across departments to assess training needs and drive continuous learning and development initiatives

What are we looking for?

• As a regulated gaming company, you may be required to obtain a gaming license issues by the appropriate state agency as a condition of employments
• Minimum of 2 years experience in customer service and 3 years in a trainer position
• Previous experience within a call center environment
• Experience delivering training in both face-to-face and virtual environment (using Zoom)
• Strong understanding of adult learning principles and theories
• Engaging and fun delivery/facilitator style that inspires others to learn
• Excellent organization and prioritization skills
• Excited and motived by change, multi-tasking, and working within a fast-paced environment
• Strong communicator, able to influence at all levels
• Willing and able to travel, up to 50%, both domestically and internationally

Desirable skills & experience

• Expert in building and delivering detailed and comprehensive training documentation
• Ability to address areas of underperformance with a structured plan
• Casino and/or gaming knowledge

What's in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Flexible vacation allowance
• Startup culture backed by a secure, global brand

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 opportunities employer)