Penn Interactive

• Lead the strategy, implementation, and ongoing optimization of Customer Support AI and automation initiatives, including chatbot and agent-assist (CoPilot) functionality, to drive improved customer outcomes, operational efficiency, and self-service adoption. • Administer and optimize the Zendesk Support platform, including workflows, automations, integrations, permissions, and system enhancements. • Analyze customer journeys, support workflows, internal tools, and product experiences to identify improvement opportunities and implement scalable solutions that enhance both customer and agent experiences. • Lead the monitoring of performance metrics and user feedback to evaluate the effectiveness of AI, knowledge management, and support operations, using insights to drive continuous improvement. • Support and guide team members contributing to AI bot improvement and optimization on their tasks and priorities. • Own the vision and continuous evolution of Operations knowledge management, including internal knowledge bases and external Help Centers, ensuring content remains accurate, accessible, and aligned with evolving products and policies. • Partner with cross-functional stakeholders to develop, maintain, and govern Standard Operating Procedures (SOPs), knowledge assets, and training materials that support operational excellence. • Serve as a subject matter expert and advocate for AI adoption, knowledge management, and support platform best practices across the Customer Experience organization.

• Manage the day-to-day activities of one or more software development teams, providing goal setting, mentorship, coaching, leadership, guidance and performance management and feedback. • Collaborate closely with the Product Manager on the team to build the roadmap, flesh out requirements, and ensure the team executes. • Ensure development deliverables are documented and key decisions are recorded in accordance with the design and development process. • Help with hiring initiatives across the engineering department. • Assist in identifying process problems and contribute to the continual enhancement of the design, development processes and system architecture. • Ensure development follows the development process throughout the development lifecycle. • Establish success metrics (KPIs and SLAs) and monitor team and system performance. • Collaborate with the team to meet performance, scalability, and reliability goals. • Stay current with trends, techniques, technology and other factors impacting the job incorporating as deemed necessary. • Other duties as required.

• Manage the day-to-day activities of one or more software development teams, providing goal setting, mentorship, coaching, leadership, guidance and performance management and feedback. • Collaborate closely with the Product Manager on the team to build the roadmap, flesh out requirements, and ensure the team executes. • Ensure development deliverables are documented and key decisions are recorded in accordance with the design and development process. • Help with hiring initiatives across the engineering department. • Assist in identifying process problems and contribute to the continual enhancement of the design, development processes and system architecture. • Ensure development follows the development process throughout the development lifecycle. • Establish success metrics (KPIs and SLAs) and monitor team and system performance. • Collaborate with the team to meet performance, scalability, and reliability goals. • Stay current with trends, techniques, technology and other factors impacting the job incorporating as deemed necessary. • Other duties as required.

• Develop, scale, and optimize the GraphQL APIs, gRPC endpoints, and SQL queries that power the marketplace • Own technical problems of the highest scope and complexity, drafting proposals and presenting them to leadership and partner teams for feedback • Design, architect, and deliver new features end-to-end in a collaborative agile/scrum environment • Identify bottlenecks and areas of risk in production, and drive the changes that make the platform more scalable • Take on the Sportsbook Platform Support rotation, which owns release management and deployment management during its window • Set up and refine monitoring and alerting in DataDog for the systems you own • Mentor engineers on the team and across teams that ship into our codebase, through specs, pairing, and code review • Other duties as required.

• Develop, scale, and optimize the GraphQL APIs, gRPC endpoints, and SQL queries that power the marketplace • Own technical problems of the highest scope and complexity, drafting proposals and presenting them to leadership and partner teams for feedback • Design, architect, and deliver new features end-to-end in a collaborative agile/scrum environment • Identify bottlenecks and areas of risk in production, and drive the changes that make the platform more scalable • Take on the Sportsbook Platform Support rotation, which owns release management and deployment management during its window • Set up and refine monitoring and alerting in DataDog for the systems you own • Mentor engineers on the team and across teams that ship into our codebase, through specs, pairing, and code review • Other duties as required.

Role Description Create new business revenue by understanding, targeting and developing relationships with potential high value players. - Successfully execute assigned key VIP sales KPIs. - Manage all aspects of the relationship with players, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out of office hours when necessary. - Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs. - Maintain a personalized relationship with players, including having one to one knowledge of customer profiles such as playing behaviors, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual. - Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms. - Communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys, and the reactivation of lapsed members. - Utilize daily reporting and analysis to assist with making sound business decisions. - Monitor individual customer betting behavior and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales. - Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively. - Fully comply with and uphold company expectations including policies, procedures, department goals and business strategy. - Handle difficult customer interactions and situations in a calm, professional and reasonable manner. - Work closely with VIP associates on upgrading potential VIP accounts to full VIP status. - Work closely with VIP Executive Hosts on upgrading accounts to higher tiers. - Conduct business with the highest level of integrity and honesty. Qualifications - 1 - 2 years of gaming experience either online or with a brick and mortar casino. - At least 1 year of experience in a sales related role. - Proven experience in online gaming, customer service, concierge, luxury telemarketing or other account management. - Excellent computer skills with an emphasis on Excel, excellent communication skills and telephone etiquette. - Positively affects interactions with customers and employees, and has the resiliency to deal with difficult customers in all business conditions. - Ability to review and comprehend player tracking screens, reports, and all other necessary information and documentation. - Ability to communicate effectively with external contacts and all levels of employees. - The ability to travel and attend on and off property events throughout the United States and Canada. - Will attend high level events designed for our top customers. - Must be able to qualify for licenses and permits required by federal, state and local regulations. - MUST HAVE: Passion for sports, casino and/or sports & casino betting. Salary Range $50,000 — $55,000 USD Benefits Penn Interactive provides best-in-class benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.

• Build front-end applications using modern JavaScript technologies (React, TypeScript). • Partner with product and design to architect and ship polished customer-facing features. • Continuously improve code quality by identifying technical debt, proposing solutions, and raising the bar for the whole team. • Learn, mentor, and grow alongside teammates through code reviews, pair programming, and knowledge sharing. • Participate in the design, architecture, and delivery of new features in a collaborative agile/scrum environment. • Leverage observability and monitoring tools to diagnose issues and improve the user experience. • Write thorough tests for every feature and bug fix. Testing is a first-class discipline on this team. • Build performant, accessible web applications that work for everyone. • Collaborate with QA to strengthen automated testing pipelines and CI/CD workflows. • Incorporate AI-assisted development tools (e.g. GitHub Copilot, Claude) to accelerate delivery and maintain high code quality.

• Build front-end applications using modern JavaScript technologies (React, TypeScript). • Partner with product and design to architect and ship polished customer-facing features. • Continuously improve code quality by identifying technical debt, proposing solutions, and raising the bar for the whole team. • Learn, mentor, and grow alongside teammates through code reviews, pair programming, and knowledge sharing. • Participate in the design, architecture, and delivery of new features in a collaborative agile/scrum environment. • Leverage observability and monitoring tools to diagnose issues and improve the user experience. • Write thorough tests for every feature and bug fix. Testing is a first-class discipline on this team. • Build performant, accessible web applications that work for everyone. • Collaborate with QA to strengthen automated testing pipelines and CI/CD workflows. • Incorporate AI-assisted development tools (e.g. GitHub Copilot, Claude) to accelerate delivery and maintain high code quality.

• Lead live trading execution for key sports, leagues, or high-priority events. • Oversee pricing accuracy, market integrity, and response times. • Monitor and optimize: Market suspensions • Re-open timing • Pricing vs market benchmarks. • Analyze performance across events (hold, competitiveness, volatility). • Identify inefficiencies in: Templates • Pricing flows • Tooling or automation. • Provide mentorship and guidance to junior traders. • Support development of live trading SOPs and frameworks. • Collaborate with Risk on real-time exposure and player behavior.

• Support live odds management during events under supervision. • Monitor live matches and assist with market updates, suspensions, and reopenings. • Ensure data accuracy across live markets and flag anomalies quickly. • Assist with price comparison vs competitors and highlight mispricing risks. • Support execution of event templates (Tier 1 / Tier 2 / Tier 3). • Learn sport-specific live trading behaviors and pricing dynamics. • Assist with tracking liability and exposure during live events. • Escalate technical, feed, or pricing issues to senior traders or LBOD.