Director, Customer Operations Platforms

Job not on LinkedIn

🔥 2 minutes ago

🦌 Connecticut, New Jersey, +1 more states – Remote

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

💵 $137.2k - $182.9k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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BetMGM

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2018

💼 Consulting

📣 Marketing

✈️ Travel

💰 $25.1k Seed Round on 2022-10

Consulting • Marketing • Travel

BetMGM is the exclusive sports betting partner to MGM Resorts nationwide, offering both online and physical casino gaming experiences. As a leader in online casino and poker gaming, BetMGM also collaborates with sister brands such as Borgata Online and PartyCasino. The company is committed to fostering an inclusive workplace and emphasizes responsible gambling practices, ensuring a sustainable and enjoyable gaming environment for its customers.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ 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! • Performance-based bonus plan

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