Manager, Customer Ops Platforms Delivery

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations-MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor's "Best Places to Work".

Locations

Jersey City, NJ (Remote), New York (Remote), Connecticut (Remote)

About the Role

In this role, you will be responsible for overseeing a team of delivery managers that plan and execute internal customer operations projects within the established scope, budget and timeline, as well as participate in corporate projects. The primary focus of this team is our self-service experience which includes the omnichannel customer journey and player interactions with chatbots and automation while working with others to ensure parity of services across channels ( e.g. : IVR, chatbot, social, etc. ).

Because these features tie in to many parts of our organization, y ou will work closely with all departments across the business and key decision makers such as customer operations , product owners, and technical teams to deliver projects that bring value to our players and our business while being mindful that we operated in a regulated and, often, complex customer environment.

What You'll Do ( Key Responsibilities ) :

Develop project scopes and work packages by close work with requestors, knowledge experts and business owners

Manage project portfolios to track progress

Ensure resource availability and allocation

Deliver assigned projects on time and within scope and budget

Create project documentation

Communicate and maintain close relationships with stakeholders

Support corporate strategy and drive change

What You Bring to the Table (Qualifications)

5 + year s of experience working in the contact center platforms or technology space

S trong preference given to candidates who have designed and / or actively managed digital contact channels (voice, chat, SMS, WhatsApp , ABC, etc. )

3+ years experience working in a regulated industry; iG aming or gambling industry a plus

3+ years leading teams of direct reports including managing / assigning work, developing talent, and building team culture

Ability to deliver projects within deadlines and excellent time management ; formal PMP or similar certification a strong plus

Great communication and interpersonal skills

Strong ability to organize yourself with a results-oriented mindset

Critical thinking and creativity to find solutions

Understanding of software development process and release cycles

Ability to collaborate with stakeholders across and outside of our organization to achieve results

Willingness to travel up to 10%

We seek individuals who are thrilled by challenge and consistently rise to it by performing in a fast-paced, innovative, and diverse environment that will result in a strong culture that promotes growth and development

Who You Are ( Essential Requirements)

Must be or become licensed through the proper Gaming authorities as a condit ion of hire and continued employment

You're excited about crafting amazing customer experiences by leveraging technology, process, and people

Experience with synchronous and asynchronous chat channels is a plus; strong preference for those with experience with Genesys (ACD & IVR), Sprinklr, Medallia, Liveperson , and Zendesk

Familiar with and comfortable in an agile-based working environment

Be a culture-builder, leveraging the organization's passion for serving our players and Team Members across regulated jurisdictions

Influencing skills are essential. BetMGM is not a command-and-control environment

An exceptional leader experienced in coaching and developing talent. Able to set a vision and motivate a team to reach a goal while creating a fun and productive culture

We continue to innovate and may not have all the systems and tools and people in place.A successful candidate will be comfortable with that level of ambiguity and thrive on the challenge of defining the tools we still need while driving the business forward as we build underlying capabilities

We value transparency. There is no "me" culture. Communication and collaboration across the entire team will lead to greater individual and collective success

Compensation

The annual salary range for this position is $88,000 - $115,500 . Factors which may affect starting pay within this range may include geography / market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars :

Believe in Your Game - Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience.

Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.

Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.

Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are "all in" together. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.