• Review and map end-to-end operational workflows across the ticketing operation. • Identify manual, repetitive, inefficient, or high-risk steps that can be improved. • Recommend process improvements based on operational data, quality findings, and team feedback. • Build or support the creation of reports, dashboards, trackers, and other operational tools. • Explore the use of artificial intelligence, no-code tools, low-code platforms, and automation solutions to improve team efficiency. • Translate operational challenges into clear technical or functional requirements. • Work closely with the Operations Manager, team leaders, subject matter experts, and technology team. • Explain process starting points, end points, dependencies, desired outcomes, and business rules to technical stakeholders. • Support the development, testing, implementation, and refinement of operational automations. • Measure the effectiveness of new tools, reports, and process improvements. • Identify trends, recurring issues, bottlenecks, and quality risks within the operation. • Provide recommendations that align with management’s operational and strategic objectives. • Document workflows, automation requirements, process changes, and reporting logic. • Help ensure that operational improvements are practical, scalable, and aligned with day-to-day team requirements.

• Monitor and manage operational queues related to live event ticket transactions. • Troubleshoot ticket delivery issues, incorrect listings, delayed transfers, replacements, and other transaction-related concerns. • Assess unusual or escalated cases and determine the most appropriate resolution based on available tools, processes, and information. • Apply critical thinking and sound judgment rather than relying solely on scripted procedures. • Learn operational processes quickly and connect information across multiple workflows and scenarios. • Escalate high-risk or complex cases when additional support or approval is required. • Maintain accuracy while handling transactions with tight deadlines and high customer impact. • Follow established quality standards, workflows, and operational procedures. • Support the team in meeting service levels, performance metrics, and operational targets. • Communicate clearly with team leaders and other internal stakeholders regarding case status, risks, and required actions.

• Handle inbound customer calls while delivering a world-class customer experience. • Review account and application activity for potential fraud concerns. • Investigate complex fraud scenarios, including identity theft and account takeover. • Conduct detailed research across multiple systems and data sources. • Secure accounts by applying appropriate restrictions and controls to prevent financial loss. • Initiate and process fraud claims in accordance with established procedures. • Review and complete escalated actions from frontline teams to ensure accurate resolution. • Identify emerging fraud trends and escalate concerns appropriately. • Maintain expertise in fraud prevention practices, operating procedures, regulatory requirements, and bank policies.

• Execute our sports strategy across Soccer, Table Tennis, International Basketball, MMA by identifying key moments and launching timely, differentiated prediction markets. • Partner with the Predictions Operations, Social, Customer Relationship Management, Integrated Marketing, and Merchandising Teams to deliver go-to-market campaigns and live event activations. • Manage on-site merchandising by prioritizing and optimizing content across sports and promotional experiences. • Build strong cross-functional partnerships to drive fast, coordinated execution across customer touchpoints. • Support game day operations, responding to live moments, promotions, and in-game opportunities, including evenings and weekends during peak sports seasons. • Develop expertise in prediction markets, including contract creation, market behavior, and promotional mechanics, while helping scale the offering. • Maintain centralized planning and organization to keep initiatives, timelines, and priorities on track. • Use data and performance insights to refine sport-specific strategies and support key campaigns throughout the year.