AI-Driven Knowledge & Operations Manager

Caesars Entertainment

Jersey City (NJ)

On-site

USD 84,000 - 100,000

Full time

4 days ago

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Benefits offered by this job

Medical, Vision, and Dental Insurance

Life Insurance

Disability Insurance

401(k) Matching

Paid Personal Time Off

Paid Company Holidays

Job summary

Caesars Digital is seeking a CS Manager, Copilot Knowledge Base within the Customer Operations Optimization team to lead the content, processes, and AI-powered guidance that support our customer service organization.

You will own operational content strategy, messaging standards, and intelligent agent guidance to ensure frontline teams have clear processes and real-time support through tools like Sprinklr Copilot.

Qualifications

3+ years in Knowledge Management, Process Improvement, Operations Enablement, Content Strategy, Internal Communications, or related field.
Experience managing documentation, workflows, or knowledge systems within complex operational environments.
Exceptional written communication, editing, and content design skills.
Strong ability to simplify complex information and create clear, actionable guidance.
Experience independently managing projects from planning through execution.
Proficiency with platforms such as Sprinklr, SharePoint, Confluence, WordPress.
Analytical mindset with a passion for identifying opportunities and improving operational performance.

Responsibilities

Enable Operational Readiness: Support documentation, audit readiness, and process governance.
Create, maintain, and optimize high-quality operational content for agents and leaders.
Write and manage customer-facing messaging, canned responses, macros, templates, and communication standards.
Develop SOPs, decision trees, playbooks, and reference materials for consistent execution.
Lead AI Knowledge & Agent Enablement: Manage and enhance Knowledge Base and Agent Copilot.
Create content libraries powering AI-generated recommendations and agent support experiences.
Analyze Copilot performance metrics to identify opportunities for improved adoption, efficiency, accuracy, and customer outcomes.
Establish governance practices for consistency, usability, and knowledge adoption.
Drive Process Excellence: Evaluate operational challenges and implement scalable solutions.
Partner with stakeholders to align process changes, tooling enhancements, and priorities.
Ensure process documentation remains accurate and current.
Collaborate and Influence: Bridge process design with frontline execution and regulatory needs.
Identify knowledge gaps and deliver solutions to improve agent performance and outcomes.
Serve as trusted advisor across operational domains.