Sr. Manager, Customer Ops Knowledge Management

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. 

Sr. Manager, Customer Ops Knowledge Management 

Location: Jersey City, NJ   

About the Role 

 
The Sr. Manager, Customer Ops Knowledge Management plays a pivotal strategic role in overseeing all aspects of Customer Operations process governance, customer protection, knowledge infrastructure, and information delivery across Operations (Customer Care, Risk, Payments and Fraud), Training, and QA. Leading a high-performing team of process, knowledge management and internal operations self-audit experts, this role is central to ensuring excellence and protection at scale—crafting end-to-end processes, managing content and compliance systems used in Customer Operations, and driving cross-functional initiatives that shape how our operations perform and evolve. 

This position serves as a critical partner across the organization, acting as the primary subject matter expert for knowledge ecosystem needs and defining processes & procedures used in Customer Operations. The Senior Manager defines and drives the team’s strategic roadmap and is accountable for mapping highly complex operational flows, auditing documentation and process compliance, and delivering results aligned to company strategic plan. 

Finally, this role acts as a key resource for other stakeholder groups that include Compliance, Regulatory, HR, Product, Technology, and Legal among others. To support continuous evolution of the business, the Customer Operations Knowledge Management team acts as a key stakeholder in developing new and refining existing procedures to support and protect operational changes, new products, agent tooling, and more. Serving as the keeper of all process and knowledge content for the division, the