Director of Customer Verification & KYC

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, behavior, 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?

We are seeking a highly experienced Director of Customer Verification & KYC to lead and oversee our operations in a fast paced, dynamic and highly regulated online gambling environment. The successful candidate will be responsible for developing and executing customer verification and KYC strategies, ensuring regulatory compliance, mitigating risk, and enhancing customer onboarding processes while maintaining a seamless user experience.

Key Responsibilities

• KYC Strategy & Leadership: Develop and implement KYC policies, procedures, and frameworks aligned with regulatory requirements, industry and business best practices.
• Customer Onboarding & Verification: Oversee the KYC process, including identity verification, manual document review, and risk assessment, ensuring compliance, optimizing and delivering a sector leading user experience.
• Technology & Automation: Drive the adoption of AI-driven and automated KYC solutions to improve efficiency and accuracy in customer verification and risk scoring.
• Regulatory Compliance: Ensure adherence to AML (Anti-Money Laundering), CTF (Counter-Terrorist Financing), and customer verification regulations in all operational jurisdictions. Maintain up-to-date knowledge of regulatory changes, propose and implement necessary changes.
• Risk Management: working closely with fraud prevention and payments teams to identify and mitigate risk, and aide in the development of effective fraud detection mechanisms.,
• Cross-functional Collaboration: Work closely with compliance, product, and customer support teams.
• Reporting & Auditing: Develop and present detailed KYC reports and performance metrics to senior management and regulatory bodies as required.
• Training & Development: Lead a large team of customer verification and KYC professionals, providing guidance, training, and professional development opportunities.
• Third-Party Vendor Management: Assist with selection and relationship management of external KYC providers, ensuring effective service delivery and compliance.

What are we looking for?

• Proven experience in an operational leadership role, within the online gambling, gaming, or fintech sectors.
• Strong understanding of global regulatory frameworks
• Experience in implementing and managing automated KYC products and solutions
• Exceptional analytical and problem-solving skills with a data-driven approach.
• Ability to lead, motivate, and develop a high-performing teams.
• Experience within a high-volume call centre environment, scheduling, forecasting and crisis management methodologies
• Excellent communication skills with the ability to engage effectively with regulators, auditors, and internal stakeholders.

Preferred Skills

• Familiarity with responsible gaming frameworks and customer protection policies.
• Experience working in multiple jurisdictions with varying regulatory requirements.

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Flexible vacation allowance
• Remote working
• Startup culture backed by a secure, global brand

Roster of uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).