Sr. Project 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”.

The Senior Project Manager, Program Management will be responsible for managing and delivering projects and programs for the Customer Care organization at BetMGM. The Senior Project Manager will act as a liaison between BetMGM Customer Care organization and Product organization, Entain Product and engineering teams and will provide regular reporting to the executive leadership team.  

The ideal candidate will have a passion for driving and enabling change with a strong foundation of program management experience. This key role will work with team members across PMO, customer care, product, engineering, compliance and operations to manage the day-to-day activities along the project management life cycle.  They will create project plans, ensure delivery against the plan, resolve risks and issues as they arise and effectively communicate progress to executive and senior stakeholders using universal project management standards and BetMGM PMO standards. They will understand business needs for each project and make ongoing decisions based on what’s best for the organization—even if that means challenging senior stakeholders on critical success factors. They will have an active role in driving the project to success.

The Senior Project Manager, Program Management should be a dynamic leader and highly impactful communicator, with an excellent ability to present to and gather feedback from senior stakeholders. They should contribute meaningfully to creating a culture of excellence and driving the practice of program management and innovation, helping BetMGM create the future of sports and entertainment.

Responsibilities

• Establish and manage the project portfolio for BetMGM’s Customer Care organization and create program management governance

• Create and execute project work plans and revise as appropriate to meet needs and requirements

• Manages day-to-day operational aspects of a project to ensure delivery within scope, budget, and time 

• Manage high-visibility, and varied complexity projects and initiatives that span one or multiple lines of business

• Identifies resources needed, assigns responsibilities, and holds project team accountable to fixed dates and commitments

• Full project life cycle ownership from inception, scoping, delivery, and closing: successful project delivery will include full implementation from initiation to deployment for one major or several minor initiatives simultaneously

• Manage projects with a solutions-driven approach providing teams clear direction and clearing any ambiguity and drive escalation when necessary

• Establish and maintain a regular project and portfolio status reporting cadence for senior stakeholders including the executive leadership team.

• Monitor and actively manage project deviations to resolve issues and bring at risk projects back on track.

• Contribute to process improvement initiatives as it relates to improving project delivery to expand and mature these capabilities for the organization

Qualifications  

• 7+ years of experience in project and / or program management

• Experience working in Customer Support or Contact Center environments, particularly with clear involvement in transformative projects and building efficient customer operations strategies.

• Experience working with Zendesk, Genesys, Sprinklr, NICE and other Customer Service tools preferred

• Experience in a fast-paced, high-growth environment and large, established company

• Strong leadership, diplomatic and motivational skills including the ability to lead up, across, and down multiple business and technology organizations, and support a di