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iCasino Operations Analyst

Philadelphia, PA

PENN Entertainment, Inc. is North America’s leading provider of integrated entertainment, sports content, and casino gaming experiences. From casinos and racetracks to online gaming, sports betting and entertainment content, we deliver the experiences people want, how and where they want them.

We’re always on the lookout for those who are passionate about creating and delivering cutting-edge online gaming and sports media products. Whether it’s through ESPN BET, Hollywood Casino, theScore Bet Sportsbook & Casino, or theScore media app, we’re excited to push the boundaries of what’s possible. These state-of-the-art platforms are powered by proprietary in-house technology, a key component of PENN’s omnichannel gaming and entertainment strategy.

When you join PENN Entertainment’s digital team, you’ll not only work on these cutting-edge platforms through theScore and PENN Interactive, but you’ll also be part of a company that truly cares about your career growth. We’re committed to supporting you as you expand your skills and explore new opportunities.

With locations throughout North America, you can build a future at PENN Entertainment wherever you are. If you want to challenge conventions in gaming, media and entertainment, we want to talk to you.

About the Team

The iCasino Operations Analyst will be primarily responsible for the day-to-day operations of the iCasino platform in jurisdictions in which we already have a live interactive casino.  This includes auditing of Player Experience escalations, testing of iCasino games, troubleshooting iCasino gameplay and integration issues, and iCasino reporting and data analysis.

About the Work

  • Collaborates with internal team members across several business functions including Operations, Product, Engineering, and Marketing.
  • Audits the Player Experience Operational slack channel and address any escalations that arrive in an effort to provide player database best in class customer support
  • Coordinates with Product to ensure efficient and timely testing of iCasino games prior to launch of the game titles
  • Initial point of escalation on iCasino bug findings from Player Experience Department and work with other Penn Departmental stakeholders to accurately and succinctly explain the issue
  • Creates problem tickets with RGS providers, PAM provider, and Product Teams, and regularly ask for updates on same
  • Responsible for assisting iCasino Operations Manager in coordinating with RGS Game providers to troubleshoot game integration, game launch, and iCasino gameplay issues.
  • Maintains oversight at the direction of iCasino Operations Senior Manager on existing iCasino games that are live in each operational jurisdiction and ensure iCasino games are launched in line with all internal Standard Operating Procedures.
  • Coordinates with iCasino Operations Senior Manager to prepare KPI needs related to iCasino gameplay and game launches
  • Performs gaming account adjustment audits and escalates any findings to iCasino Operations Senior Manager for review.
  • Performs other duties, as assigned.
  • Maintains regular and punctual attendance
  • Complies with all company policies and procedures.

About You

  • Experience in digital or e-commerce related field/business
  • Forward thinker who designs for not only current business needs but, plans for scalability and longer-term solutions
  • Must be a team player willing to help others while also fostering their help in return
  • Must be able to multi-task and juggle multiple priorities while ensuring successful completion of all items
  • Effective verbal and written communication skills required
  • Proven ability to succinctly review, report and present any operational discoveries there may be including campaign abuse, customer complaints, anti-fraud, and the performance of sportsbook campaigns and markets
  • Ability to meet deadlines and to work under the pressure of short time constraints
  • Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook)
  • Must have a passion for sports and/or online gambling
  • Employee must be able to qualify for licenses and permits required by federal, state and local regulations.

What We Offer

  • Competitive compensation package
  • Education and conference reimbursements
  • Parental leave top up
  • Opportunities for career progression and mentoring others

#LI-Remote

Salary Range

$50,000 - $60,000 USD

Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day-one medical coverage, 401(k) matching, annual performance bonus and equity package — depending on position. Paid time off is earned according to the local policy and increases with the length of employment.

Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. Check out our LinkedIn page!

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