Sr. VIP Casino Operations Coordinator

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

The Senior VIP Casino Operations Coordinator will be responsible for creating, managing, and executing digital initiatives that enhance the VIP customer experience and streamline VIP Casino Operations. The ideal candidate will have a strong understanding of digital technologies, project management, and a passion for delivering exceptional experiences to our exclusive clientele. 
The Senior Coordinator will report directly to the Director of VIP Casino Operations and play a key role in digital transformation projects within the VIP segment.

Location: Fully Remote

Key Attributes:

• Innovative thinker with a passion for technology and improving customer experience.

• Strong organizational and time-management skills with attention to detail.

• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.

• Creative problem solver with a proactive approach to challenges.

• High level of integrity, confidentiality, and professionalism.

Responsibilities

• Support digital projects that improve the VIP casino experience, including customer-facing digital tools, loyalty programs, and promotional platforms.

• Collaborate with cross-functional teams (Marketing, IT, Customer Service, etc.) to define project scope, timelines, budgets, and objectives for digital initiatives.

• Coordinate the development and execution of digital experiences and campaigns aimed at increasing engagement and satisfaction among VIP clients.

• Collaborate and implement digital solutions to enhance VIP guest experiences, such as personalized communication, tailored promotions, and digital concierge services.

• Use data analytics to identify opportunities for enhancing the digital interactions between VIP guests and the casino, providing a more seamless and tailored experience.

• Support the integration of digital platforms, ensuring smooth functionality and alignment with the overall VIP strategy.

• Work closely with the Director of VIP Casino Operations to align digital projects with business goals and overall operational strategies.

• Liaise with internal teams to ensure proper execution of digital projects and ensure all stakeholders are kept informed on progress, changes, and results.

• Act as a key point of contact between the VIP Operations team and IT/Development teams to ensure digital solutions meet operational and customer experience needs.

• Stay up to date on the latest trends in digital technology, gaming, and customer experience, and identify innovative opportunities for the VIP casino program.

• Propose new digital strategies or enhancements to existing systems and platforms to increase efficiency, engagement, and satisfaction.

• Manage and optimize VIP digital channels, including apps, online booking systems, email marketing platforms, and exclusive VIP portals.

• Track and analyze key performance indicators (KPIs) for digital projects, including engagement metrics, user satisfaction, and ROI.

• Prepare regular reports for the Director of VIP Casino Operations to measure the success of digital initiatives and recommend improvements.

• Provide insights and data-driven recommendations to enhance VIP customer interactions and digital processes.

• Monitor the effectiveness of digital communication channels and refine strategies based on feedback and performance data.

• Streamline and automate VIP operational processes through digital solutions to reduce manual tasks and enhance efficiency.

• Ensure all digital tools are user-friendly, acces