Customer Operations Manager - Gaming Support Leader

Caesars Entertainment; Las Vegas (NV); On-site; USD 85,000 - 120,000; Full time

Job summary

Caesars Entertainment, a leading casino-entertainment company in the U.S., seeks a Manager of Customer Operations to lead and inspire multiple support teams delivering best-in-class account support across online wagering platforms and brick & mortar sportsbook operations.

You will drive data-driven improvements, manage daily operations, and collaborate across departments to enhance guest experience while ensuring compliance and licensing requirements are met.

Qualifications

• Bachelor’s degree or equivalent work experience required.
• Minimum of one year of management experience.
• Experience in gaming, hospitality, sports betting, and/or iGaming preferred.
• Excellent interpersonal communication, problem-solving, leadership and analytical skills.
• Ability to uphold integrity and comply with gaming regulations; must obtain gaming license(s).
• Ability to work independently and manage multiple priorities.

Responsibilities

• Oversee daily operations of multiple Customer Support teams, including scheduling and team development.
• Provide guidance on guest escalations and raise product/process issues as needed.
• Collaborate with leadership to review data and trends to improve service levels.
• Partner with internal departments across VIP Host, Payments, Promotions, iCasino, Compliance, Retail Operations, Trading, IT, HR, and Talent Acquisition.
• Drive performance by coaching staff to meet productivity and service metrics.
• Provide regular feedback to Customer Operations Leadership on team performance.
• Build strong relationships across the organization.
• Oversee hiring, onboarding, and training of new employees.
• Ensure compliance with training and gaming license requirements.
• Perform other duties as needed.

Skills

Interpersonal communication

Problem-solving

Leadership

Analytical skills

Education

Bachelor’s Degree or comparable work experience

Job description

Caesars Entertainment, a leading casino-entertainment company in the U.S., seeks a Manager of Customer Operations to lead and inspire multiple support teams delivering best-in-class account support across online wagering platforms and brick & mortar sportsbook operations.

You will drive data-driven improvements, manage daily operations, and collaborate across departments to enhance guest experience while ensuring compliance and licensing requirements are met.