AI-Enabled Customer Operations Lead

Caesars Sportsbook & Casino; Jersey City (NJ); On-site; USD 84,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Vision and dental insurance

401(k) with company match

Paid time off and holidays

Job summary

Caesars Digital is seeking a CS Manager, Copilot Knowledge Base, to lead content strategy and AI-enabled guidance for the customer service organization. You will own operational content, messaging standards, and governance across multiple channels, collaborating with Operations, Product, Compliance, Training, and Technology.

You will drive readiness, develop SOPs, and manage knowledge assets to improve agent efficiency and customer outcomes in a fast-paced environment.

Qualifications

• 3+ years of experience in Knowledge Management, Process Improvement, Operations Enablement, Content Strategy, Internal Communications, or a 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, or similar knowledge management systems.
• Analytical mindset with a passion for identifying opportunities and improving operational performance.
• Must be able to operate a computer or similar device for extended periods.
• Comfortable working in a fast-paced, high-growth, and evolving environment with cross-functional ambiguity.

Responsibilities

• Enable Operational Readiness: Support operational compliance through documentation, audit readiness, and process governance.
• Create, maintain, and optimize high-quality operational content that supports agents and leaders.
• Write and manage customer-facing messaging, canned responses, macros, templates, and communication standards across multiple support channels.
• Develop operational briefs, process documentation, SOPs, decision trees, playbooks, and reference materials that enable consistent execution.
• Lead AI Knowledge & Agent Enablement: Manage and enhance the Customer Operations knowledge base and configure, maintain, and continuously improve Agent Copilot, ensuring teams have access to accurate and actionable information.
• Create and manage content libraries that power 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 that promote consistency, usability, and knowledge adoption.
• Drive Process Excellence: Evaluate operational challenges and implement scalable solutions that support business growth.
• Partner with stakeholders to align process changes, tooling enhancements, and operational priorities.
• Ensure process documentation remains accurate, current, and aligned with business objectives.
• Collaborate and Influence: Work closely with different stakeholders to bridge the gap between process design and frontline execution and ensure processes remain aligned with evolving business and regulatory needs.
• Identify knowledge gaps and proactively deliver solutions that improve agent performance and customer outcomes.
• Serve as a trusted advisor and subject matter expert across multiple operational domains, by providing insights into agent experiences and process opportunities.

Skills

Knowledge Management

Process Improvement

Operations Enablement

Content Strategy

Internal Communications

Technical Writing

Sprinklr/SharePoint/Confluence

Education

Bachelor’s degree or equivalent

Tools

Sprinklr

SharePoint

Confluence

WordPress

Job description

Caesars Digital is seeking a CS Manager, Copilot Knowledge Base, to lead content strategy and AI-enabled guidance for the customer service organization. You will own operational content, messaging standards, and governance across multiple channels, collaborating with Operations, Product, Compliance, Training, and Technology.

You will drive readiness, develop SOPs, and manage knowledge assets to improve agent efficiency and customer outcomes in a fast-paced environment.