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, you 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+ years of experience working in the contact center platforms or technology space 

• Strong 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; iGaming 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 <