Escalations Operations Manager

Welcome to the Empire! As the Manager of Escalation Operations, you will lead and inspire dynamic teams of highly skilled support professionals dedicated to providing exceptional service to Caesars guests and internal teams. Your team’s primary role is to deliver best-in-class account support services for customers across multiple online wagering platforms, as well as support our brick & mortar sportsbook operations. You will lead a team of subject matter experts to ensure our customers have seamless digital gaming experiences. You will look for ways to reduce customer friction points and enhance the digital wagering experiences. 

Key Responsibilities:

• Manage Daily Operations: Oversee the daily operations of the VIP Support team and the Promotional Support departments. This includes scheduling, human resources functions, and team development.
• Guest Escalations: Provide guidance on guest escalations and raise product/process issues as necessary.
• Data-Driven Improvements: Collaborate with Customer Operations Leadership to review data and trends to enhance service levels.
• Cross-Department Collaboration: Partner with internal departments, including VIP Host teams, Payments, Promotions, iCasino, Compliance, Retail Operations, Trading, Product Development, IT Support, Human Resources, Talent Acquisition and more.
• Performance Coaching: Drive performance in the contact center by coaching employees to meet and exceed productivity and service metrics.
• Feedback and Reporting: Provide regular feedback to Customer Operation Leadership regarding the performance of the VIP Support, Promotional Support and Admin Support staffs.
• Relationship Building: Proactively build strong working relationships with colleagues at all levels of the organization..
• Hiring and Training: Oversee the hiring, onboarding, and training of new employees.
• Compliance: Ensure department employees comply with all necessary training and gaming license requirements.
• Additional Duties: Perform other duties as needed.

 

 

Education and Experience:

• Bachelor’s Degree: Or comparable work experience.
• Management Experience: Minimum of one year of management experience.
• Regulated Gaming Industry Experience: Experience in gaming, hospitality, sports betting, and/or iGaming preferred.
• Skills Required: Excellent interpersonal communication, problem-solving, leadership, and analytical skills.
• Integrity and Compliance: Ability to uphold and demonstrate the highest level of integrity and compliance as required by a regulated business.
• Independence and Multitasking: Ability to work independently and manage multiple priorities.
• Gaming License: Must be able to obtain necessary gaming license(s).

 

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.  

Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”.  If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.