Director, Customer Operations Platforms

🕒 4 dias atrás

🦌 Connecticut, New Jersey, +1 estados a mais – Remoto

🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote

💵 $137.200 - $182.900 / ano

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

🦅 Patrocina Visto H1B

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BetMGM

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2018

💼 Consultoria

📣 Marketing

✈️ Turismo

💰 $25.100 Seed Round em 2022-10

Consulting • Marketing • Travel

A BetMGM é a parceira exclusiva de apostas esportivas da MGM Resorts em todo o território nacional, oferecendo experiências de jogos de cassino tanto online quanto físicas. Como líder em jogos de cassino online e pôquer, a BetMGM também colabora com marcas irmãs como Borgata Online e PartyCasino. A empresa está comprometida em promover um ambiente de trabalho inclusivo e enfatiza práticas de jogo responsável, garantindo um ambiente de jogos sustentável e agradável para seus clientes.

Descrição

• Develop and evangelize BetMGM’s business strategy for the contact center platforms ecosystem • Support internal customer support and back office users and player-facing support journeys such as chatbots, help pages, and IVR • Administer routine contact center user requests, including triage tickets, user permissions, onboarding/offboarding, channel prompts, access audits, and policy compliance • Develop contact center technology best practices and use technology solutions to solve business problems • Establish continuous improvement practices, stakeholder feedback loops, and KPIs • Supervise external partners in fulfilling obligations defined by BetMGM Security & Technology teams • Monitor the agentic-AI and contact center technology landscape to inform strategy • Define contact center platform strategy across telephony, chat/messaging, CRMs, WFM forecasting and planning tools • Represent BetMGM with internal and external stakeholders regarding platforming needs • Mentor and guide direct reports • Partner with Product colleagues to align player support with the overall player experience roadmap • Participate in prioritization discussions and advocate for contact center initiatives • Manage internal and external vendors and assigned deliverables • Build scalable structures for deferred workload, feedback loops, communications, vendor management, change management, version control, and SOPs • Act as day-to-day point of contact for outsource partners on platforming and security matters • Collect AOCs, handle incidents, and conduct periodic compliance testing • Maintain outage and incident playbooks • Develop and maintain process and procedure documentation for agent tools

🎯 Requisitos

• 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 project 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 • Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship • Must comply with applicable gaming licensing obligations and maintain required licensure • Must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives

🏖️ Benefícios

• 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! • Performance-based bonus plan

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