Retail Operations Shift Manager

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”.

Location

Cincinnati, OH (Fully Onsite)

About the Role 

We aim to be the number one sports betting and online gaming company in the United States and as an early employee, you’ll not only impact the company’s success through your own work, but you’ll have the opportunity to contribute across departments, shaping the future of the company. You would be working with a team of experienced professionals, analyzing customer accounts for all verticals, and mitigating risk and fraud while leading teams and elevating the customer experience. 

Responsibilities 

• Oversee all Sportsbook operations and Writer activity on a shift-by-shift basis, ensuring active customer engagement representative of the brand 

• Ensure opening and closing procedures are completed, including but not limited to, cash transactions, safe verification, and retention 

• Monitor and make recommendations on Sports Book risk and liability, leading up to and during sporting events 

• Collaborate with Cage Management Team and Workforce Management to ensure proper scheduling and labor levels 

• Coach and develop team member knowledge and competence ​ 

• Ensure employees on shift adhere to established internal policies and procedures, including compliance and any applicable jurisdictional regulations and laws 

• Ensure compliance with currency transaction requirements, Title 31, AML and Suspicious Activity Reporting for Casinos (SARC) 

• Ensure all customer-facing touchpoints are in order including kiosks, AV, data walls, odd sheets, seating, queuing, and signage 

• Lead by example by demonstrating and executing BetMGM standards with customers and team members 

• Assist customers with all digital related app wagering items, including but not limited, to deposits, withdrawals, registrations and customer service escalations​ 

• Explain betting lines and odds to customers 

• Monitor and address employee and guest concerns and issues 

• Approve over-the-limit wagers for the property and complimentary items for guests 

• Escalate any issues to proper stakeholders, including but not limited to, Trading, Customer Service, and Human Resources 

• Perform all du