[Hiring] Director, Customer Operations Platforms @BetMGM

Role Description

The Director, Customer Operations Platforms, will be responsible for developing and evangelizing the business strategy for BetMGM’s contact center platforms ecosystem. These tools include internal customer support and back office end users as well as some player-facing support journeys such as chatbot, help pages, IVR, etc. The ideal candidate will be data and customer-obsessed, understand how to use qualitative and quantitative research as well as a consultative approach to ensure our associate and player-facing support solutions are built with the flexibility, performance and scalability needed to serve our evolving business.

Your team is also responsible for ensuring the administering routine requests from contact center users, such as:

• Working triage tickets
• Updating user permissions
• On/off-boarding
• Modifying voice and digital channel prompts
• Performing user access audits
• Ensuring compliance with Company policies

Leveraging your experience in the contact center industry, you’ll develop best practices around contact center technology procedures, utilize technology solutions to solve business problems, embrace a continuous improvement culture, foster feedback loops with key stakeholders, define KPIs for your business area, and more. We work in a blended in- and out-sourced agent environment which will require you to supervise external partners in the discharge of their obligations as defined by BetMGM Security & Technology teams.

The Director, Customer Operations Platforms must be a dynamic leader and highly impactful communicator who can galvanize the team around a clear vision for the future. You will also keep a close eye on the agentic-AI and contact center technologies landscape, drawing inspiration from a wide variety of digital products and experiences to inform your strategy.

Qualifications

• 10+ years of experience as a direct owner of and decision-maker for contact center platforms and technology
• 5+ years leading teams responsible for administering contact center platforms
• 5+ years hands-on experience building and/or administering contact center-related platforms
• Proven experience developing and executing against a contact center technology strategy
• Experience directly leading transformative change projects such as platform migrations, cross-platform integrations, etc.
• Excellent communication skills and confidence managing varying levels of stakeholders
• Adaptability and ability to pivot easily to keep pace with changing business demands
• Experience working at innovative and fast-paced environments

Requirements

• Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship.
• This role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!

Company Description

BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. 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 Casino, 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.

BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status.

If you need assistance or accommodation with your application due to a disability, you may contact us at [email protected].

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.