• Own day-to-day operations for core support systems, including ticketing workflows, routing, queues, labels, taxonomy, escalations, and related tooling. • Triage urgent operational issues as they arise, especially when system behavior, workforce distribution, queue health, or SLA risk looks off. • Manage intake, prioritization, and follow-through for systems requests from support managers, TSEs, operations leads, engineering, product, and other internal teams. • Help maintain the team’s roadmap by distinguishing one-off fixes from broader system improvements, surfacing recurring pain points, and pushing back on low-leverage work. • Drive smaller technical and operational programs end-to-end, being responsible for discovery, scoping and execution, rollout, documentation and success metrics. • Partner with engineering, data, IT, and support leaders to debug issues, validate changes, improve monitoring, and prevent repeat failures. • Use Cursor and AI-native workflows to reduce manual toil, investigate issues, summarize signals, draft documentation, test changes, and improve how the team operates.

• Own all inbound and outbound file processes across vendors (PBM, networks, medical management, etc.). • Monitor, validate, and reconcile daily file activity (eligibility, claims, accumulators, EOBs, etc.). • Ensure proper file formatting, delivery, acknowledgments, and error resolution. • Troubleshoot and resolve file failures across SFTP connections, vendors, and internal systems. • Maintain and optimize file workflows to support scalability and automation. • Serve as the primary technical contact for vendor file integrations. • Manage connectivity across SFTP platforms, APIs (where applicable), and vendor data exchanges. • Build, maintain, and enhance operational and client-facing reports using SQL. • Perform cross-system data audits between claims system, vendor outputs, and internal reporting. • Support new client implementations from a file and reporting readiness perspective. • Identify opportunities for automation, efficiency improvements, and standardization.

• The IT Operations Manager acts as the execution engine for enterprise technology, translating strategy into action. • This role serves as the critical bridge between leadership, internal teams, and external IT partners, ensuring that technology initiatives are delivered reliably and consistently, aligned with business priorities. • Own day-to-day coordination of IT initiatives and roadmap execution. • Ensure all technology work is delivered with clear ownership, defined timelines, and measurable outcomes across internal teams and vendors. • Proactively surface and resolve delivery blockers, eliminating delays and maintaining forward momentum across all initiatives. • Support enterprise capabilities across IT & Security tools, Microsoft environment, and system integrations.

• Assist Traders with identifying, documenting, and escalating issues within the team • Support verification, adjustment & creation of Sport & Competition setups across environments • Help test and monitor app features to ensure proper functionality and navigation • Contribute to Compliance checks, market submissions, and post-release testing • Communicate with data providers and support ticketing • Daily review of betting content • Monitoring pre-game and in-play markets • Cross-functional assignments with Compliance, Marketing & Product • Assist Customer Experience with issue resolution • Other duties as assigned