Director, Risk & Payments Ops

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 Director defines and drives the overall strategy and vision for the Risk, Fraud and Payments Operations teams who primarily work in a contact center environment handling both inbound live customer contacts as well as internally-generated workflows. Through effective leadership, the Director fosters a culture of collaboration, teamwork, and innovation that continually elevate the customer experience in alignment with his/her vision. This multi-national team triages responsible gaming concerns, resolves payment inquiries, reviews cases related to Know Your Customer (KYC), Source of Funds (SOF), Anti-Money Laundering (AML) and Responsible Gaming (RG) concerns, as well as other functions that protect both our Players and our company. Our Risk, Fraud and Payment Operations teams protect our customers by verifying identity, ensure deposits and withdrawals are safe, fast, efficient, and cost-effective while simultaneously securing player accounts and, in partnership with several stakeholders, make BetMGM a place to game responsibly. This role proactively works with individuals across the organization to influence process and policy decisions, advocate for the needs of their team, and drive customer centric interactions that exceed expectations. 

What You’ll Do (Key Responsibilities): 

• Craft and execute a comprehensive plan that ensures continuous, uninterrupted contact center operations for all our Risk, Fraud, and Payment teams 

• Directly manage exempt and non-exempt staff who oversee several hundred contact center agents located across the U.S. and internationally  

• Define a holistic Risk, Fraud, and Payment Operations strategy with a view toward enterprise systems/structures, handling protocols, required tooling, and rules of engagement between/across organizational teams that aligns to your vision for the player experience for this group 

• Lead the Risk, Fraud and Payment Operations teams who provide a critical service to our Players and our Company. This includes manager-level dire