Customer Operations Manager – Multiplatform Support

Socket.dev; Las Vegas (NV); On-site; USD 120,000 - 170,000; Full time

Job summary

Caesars Entertainment, Inc. is seeking a Manager of Customer Operations in Las Vegas to lead and inspire dynamic teams delivering best-in-class account support across online wagering platforms and brick & mortar sportsbook operations.

You will oversee hiring, training, and performance coaching while ensuring compliance with gaming licenses and regulatory requirements. Lead cross-department collaboration, analyze data trends to improve service levels, and build strong relationships with

Qualifications

• Bachelor’s Degree: Or comparable work experience.
• Management Experience: Minimum of one year of management experience.
• Regulated Gaming Industry Experience: Experience in gaming, hospitality, sports betting, and/or iGaming preferred.
• Skills Required: Excellent interpersonal communication, problem-solving, leadership, and analytical skills.
• Integrity and Compliance: Ability to uphold and demonstrate the highest level of integrity and compliance as required by a regulated business.
• Independence and Multitasking: Ability to work independently and manage multiple priorities.
• Gaming License: Must be able to obtain necessary gaming license(s).

Responsibilities

• Manage Daily Operations: Oversee the daily operations of multiple Customer Support teams. This will includes scheduling, human resources functions, and team development and daily shift oversight.
• Guest Escalations: Provide guidance on guest escalations and raise product/process issues as necessary.
• Data-Driven Improvements: Collaborate with Customer Operations Leadership to review data and trends to enhance service levels.
• Cross-Department Collaboration: Partner with internal departments, including VIP Host teams, Payments, Promotions, iCasino, Compliance, Retail Operations, Trading, Product Development, IT Support, Human Resources, Talent Acquisition and more.
• Performance Coaching: Drive performance in the contact center by coaching employees to meet and exceed productivity and service metrics.
• Feedback and Reporting: Provide regular feedback to Customer Operation Leadership regarding the performance of support teams.
• Relationship Building: Proactively build strong working relationships with colleagues at all levels of the organization.
• Hiring and Training: Oversee the hiring, onboarding, and training of new employees.
• Compliance: Ensure department employees comply with all necessary training and gaming license requirements.
• Additional Duties: Perform other duties as needed.

Skills

Interpersonal communication

Problem-solving

Leadership

Analytical skills

Integrity & compliance

multitasking

Education

Bachelor’s degree or comparable work experience

Job description

Caesars Entertainment, Inc. is seeking a Manager of Customer Operations in Las Vegas to lead and inspire dynamic teams delivering best-in-class account support across online wagering platforms and brick & mortar sportsbook operations.

You will oversee hiring, training, and performance coaching while ensuring compliance with gaming licenses and regulatory requirements. Lead cross-department collaboration, analyze data trends to improve service levels, and build strong relationships with