Senior Performance Manager - Verifications

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