Customer Ops Platforms Delivery Manager

Discover What’s Possible at BetMGM

Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.

As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include:

• Medical, Dental, Vision, Life, and Disability Insurance

• 401(k) with company match

• Pre-tax spending accounts including health care FSA and commuter savings

• Flexible paid time off

• Professional development reimbursement and ongoing skills training opportunities

• Employee resource groups

• Swag, ticket giveaways, and more!

At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win. 

About the Role 

As a Customer Ops Platforms Delivery Manager at BetMGM you will be responsible for delivery of internal Customer Ops projects within the established scope, budget and timeline, as well as participate in corporate projects. 

 
You will work closely with all departments across the business and key decision makers such as Customer Care managers, product owners, and technical teams. Delivery of projects must bring value to our customers and the business. You will work in the Customer Ops Platforms team which is very supportive and committed to the Group’s success. 

 
The successful candidate will thrive in a dynamic, ever evolving marketplace and should possess a passion and flair for project management. Strong English language skills and a keen attention to detail are also necessary skills for this role. 

Responsibilities 

• Develop project scopes and work packages through 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 internal/external stakeholders and vendors, across multiple time zones

• Support corporate strategy and drive change 

Qualifications   

• Ability to gain and maintain a gaming license via the appropriate jurisdictions as a condition of hire and continued employment

• 3+ years of project/product management, vendor management, customer service, or similar role

• Understanding of online gaming/sports/entertainment/gambling industry a plus 

• Certified Associate of Project Management (CAPM) certification or similar a plus

• Ability to navigate through ambiguity in a highly-regulated and evolving gaming industry

• Experience with synchronous and asynchronous chat channels is a plus; strong preference for those with experience with AWS Connect, Sprinklr, Medallia, Liveperson, and Zendesk

• Understanding or previous working experience in customer services 

• Ability to deliver projects within deadlines and excellent time management 

• Knowledge of project management tools such as Microsoft Project 

• Good MS Office skills (Excel, Visio) 

• Great communication and interpersonal skills 

• Strong ability to organize yourself and result orientation 

• Critical thin