[Remote] Business Analyst - Customer Operations

Note: The job is a remote job and is open to candidates in USA. Hard Rock Digital is focused on becoming the best online sportsbook, casino, and social gaming company in the world. As a Business Analyst on the Customer Operations team, you'll bridge operational stakeholders and development teams, translating business problems into actionable requirements while managing project documentation and facilitating testing.ResponsibilitiesPartner with stakeholders across Customer Service, Payments, Compliance, Risk, Responsible Gaming, Fraud, and Player Experience to gather, analyze, and document business requirementsManage intake and prioritization of incoming requests, assessing effort and business impact and facilitating prioritization discussionsWrite functional specifications, user stories, acceptance criteria, process flows, and business documentationSupport payments and financial operations projects, including process automation, provider integrations, and tooling improvementsContribute to compliance and regulatory initiatives including KYC, AML, responsible gaming, and multi-jurisdiction requirementsSupport new market and product launches by defining operational readiness requirements and coordinating deliveryMaintain project documentation, meeting notes, business readiness plans, and decision logsManage project tickets, coordinate with development teams, and communicate status and risksFacilitate UAT, define test cases, coordinate testing, and validate requirements before releaseIdentify opportunities to automate and optimize operational workflowsPartner with analytics teams to define reporting requirements and operational metricsSupport vendor evaluations and third-party integrationsCollaborate with Training & Development and Operations leadership to support adoption and change managementSkills3–5+ years of experience as a Business Analyst or Business Systems AnalystStrong command of discovery, requirements documentation, user stories, acceptance criteria, UAT coordination, and release supportExperience working with CRM or case management platformsComfort working in Agile/Scrum environmentsSelf-starter with the ability to independently drive workstreams forward, navigate ambiguity, identify blockers and risks, and proactively bring recommendations and solutions to stakeholdersAbility to manage multiple concurrent workstreamsStrong written and verbal communication skillsAnalytical mindset with an interest in data and reportingExperience in online gaming, fintech, payments, or another regulated industry is a strong advantageCollaborative, low-ego, and proactiveCRM administration or configuration experienceExposure to payment processing, fraud, or identity verification toolingFamiliarity with SQL, data warehousing, or analytics environmentsKnowledge of responsible gaming, AML, or compliance frameworksExperience supporting multi-state or multi-jurisdiction launchesBenefitsCompetitive pay and benefitsGreat training and development opportunitiesFlexible vacation allowancePossible hybrid working optionsStart-up culture backed by a secure, global brandBeing part of a team of rockstars!Company OverviewHard Rock Digital is building the future of online sports betting and interactive gaming. It was founded in 2020, and is headquartered in Austin, Texas, USA, with a workforce of 501-1000 employees. Its website is https://www.hardrockdigital.com/.Company H1B SponsorshipHard Rock Digital has a track record of offering H1B sponsorships, with 3 in 2025, 4 in 2024, 5 in 2022, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.