Project Manager – PMO, Customer Operations

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”.

About the Role

We're looking for a project manager who thrives in ambiguity, moves fast with incomplete information, and brings structure when it's necessary. Sitting at the intersection of project management, program coordination, portfolio strategy, and delivery execution, this is a unique individual contributor role crafted for someone who gets energy from wearing multiple hats and solving tough, cross-functional challenges.

This role will be deeply embedded in Customer Operations — including Customer Care, Risk, and Payment Operations — and will play a key part in shaping how work gets done across these functions. You’ll help build and maintain a scalable portfolio of initiatives, drive process improvements, and bring clarity to complex, fast-moving efforts.

There will be no one-size-fits-all playbook. Instead, you'll partner closely with customer operations, product, engineering, operations, and compliance teams to bring clarity, momentum, and outcomes to highly fluid, complex initiatives. From untangling dependencies across cross-functional teams to stabilizing fast-moving programs mid-flight, you'll help drive the work that doesn't always have a clear owner - but is essential to our success.

It is a highly visible role with a clear focus on improving the quality, velocity, and accountability of work between cross-functional teams by acting as a "force multiplier” for customer operations initiatives. This role demands a blend of strategic thinking, customer operations exposure, and strong project management skills, with success defined by your ability to apply critical thinking, attention to detail, a big-picture mindset, and influence across key stakeholders.

If you love working in the gray, bringing a calm mind to chaos, and naturally aligning teams toward a common goal, we want to meet you!

Program/Project Oversight 

Own the delivery of critical initiatives that span multiple disciplines - whether it's a last-minute compliance pivot, a rapid customer operations rollout, or a first of its kind new company initiative. 

Maintain clear project plans, dependencies, and risk logs - even when the ground is shifting. 

Facilitate planning sessions, retros, and working groups across multiple time zones and departments (even companies!) 

Support the development and ongoing management of a Customer Operations project portfolio, ensuring visibility, prioritization, and alignment with business goals. 

Risk Management 

Develop and implement contingency plans to address identified risks, ensuring minimal disruption to project outcomes. 

Model multiple project scenarios (best-case, worst-case, and most likely outcomes) to prepare for uncertainties and adapt strategies dynamically. 

Continuously track risk triggers and adjust plans as needed to maintain project integrity. 

Orchestrate Chaos 

Dive into ambiguous, high-stakes initiatives and create clarity through structure, documentation, and communication. 

Define ways of working; design lightweight processes to keep things moving without creating red tape. 

Demonstrates strong problem-solving skills and the ability to adapt quickly to shifting priorities in a dynamic environment 

Identify gaps in ownership or execution and step in as the connective tissue across teams. 

Delivery leadership without direct authority 

Act as a trusted e