SPORTSBOOK SUPERVISOR

Job Title: Sportsbook Supervisor

Department: Sports Betting

Reports to: Sportsbook Operations Manager

FLSA Status: Non-Exempt

POSITION SUMMARY

The team member in this position is responsible for providing superior service to both internal and external guests. The Sportsbook Supervisor assists in overseeing the daily operations of the sportsbook, ensuring efficient execution of sportsbook activities, adherence to regulatory standards, and exceptional customer service. This role supports the Sportsbook Operations Manager in supervising staff, monitoring wagering activity, resolving guest issues, and maintaining the integrity and accuracy of sportsbook functions. The ideal candidate will have strong communication skills, operational experience, and knowledge of sports betting.

ESSENTIAL POSITION DUTIES & RESPONSIBILITIES

The following statements are intended as general examples of the duties of this position and are not all-inclusive for specific positions. Other reasonable duties may be assigned.

• Interact with all guests and team members to positively influence the guest and team member experience. Demonstrate professionalism and courtesy in all interactions, even under high-pressure situations.
• Maintain confidentiality of all privileged information, including guest data and operational procedures.
• Assist in training, mentoring, and supervising sportsbook agents and clerks; provide coaching and direction as needed to ensure performance standards are met.
• Ensure that all betting transactions are processed accurately and in compliance with regulatory and company policies.
• Monitor sportsbook activity, including bet flow and system performance, and escalate any unusual behavior or technical issues to appropriate management or departments.
• Provide daily operational support, including opening/closing procedures, float reconciliations, and cash handling audits.
• Assist in maintaining sportsbook schedules, ensuring adequate coverage during peak periods, special events, and holidays.
• Resolve customer disputes or escalate complex issues to the Sportsbook Operations Manager as necessary.
• Ensure all signage, odds boards, and terminals are updated and functioning correctly throughout all shifts.
• Maintain a clean, organized, and secure sportsbook environment.
• Work in coordination with Risk Management and Compliance teams to ensure proper documentation and incident reporting.
• Support promotional and marketing activities within the sportsbook, ensuring staff awareness and participation.
• Contribute to process improvements and customer service initiatives.
• Perform other duties as assigned.

ESSENTIAL PHYSICAL/MENTAL DEMANDS AND WORK ENVIRONMENT

The physical/mental demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

• Must be able to stand for extended periods.
• Must be able to lift up to 25 pounds without assistance.

Mental Demands:

• Must be able to handle stressful situations and resolve conflicts effectively.
• Must be able to accurately perform cash handling and transaction reconciliation.
• Must maintain strict confidentiality regarding sports betting activity and sensitive information.

Work Environment:

• Must be able to perform assigned duties in a dynamic, interruptive office and retail environment.
• Must be able to work in a gaming environment with flashing lights, loud noises, and potential exposure to second-hand smoke.
• Must be able to work flexible hours, including nights, weekends, and holidays.

MINIMUM QUALIFICATIONS

Experience/Education:

• High school diploma or equivalent required.
• Associate’s degree or equivalent experience in business, hospitality, or gaming preferred.
• At least 1–2 years of experience in a sportsbook, casino, or related gaming operation.
• Previous supervisory or team lead experience preferred.

Knowledge:

• Familiarity with sports, betting markets, and wagering terminology.
• Understanding of sportsbook systems, POS terminals, and odds boards.
• Basic knowledge of regulatory and compliance requirements related to sports betting.

Other:

• Must be able to obtain and maintain a valid Level 2 – Sports Wagering License.
• Must be able to receive and maintain all required certifications relating to the position.
• Must complete all required company training.