Customer Ops Lead — AI Knowledge & Content

Caesars Sportsbook & Casino; Las Vegas (NV); On-site; USD 84,000 - 100,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

Life Insurance

401(k) matching

Paid Time Off

Company Holidays

Job summary

Caesars Digital is seeking a CS Manager, Copilot Knowledge Base to own operational content strategy and AI-enabled guidance for front-line customer service. You will drive content creation, governance, and CX improvements across Operations, Product, Compliance, Training, and Technology teams.

The role emphasizes strong writing, process design, and stakeholder collaboration 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 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 for extended periods.
• Comfortable working in a fast-paced, high-growth environment with cross-functional ambiguity.

Responsibilities

• Enable Operational Readiness by supporting compliance, documentation, audit readiness, and process governance.
• Create, maintain, and optimize high-quality operational content for agents and leaders; write and manage messaging, macros, templates, and standards.
• Develop operational briefs, process documentation, SOPs, decision trees, playbooks, and reference materials for consistent execution.
• Lead AI Knowledge & Agent Enablement by managing the Knowledge Base and Copilot guidance; build content libraries powering AI-driven recommendations.
• Analyze Copilot performance metrics to drive adoption, efficiency, accuracy, and customer outcomes.
• Establish governance practices for consistency, usability, and knowledge adoption.
• Drive Process Excellence by evaluating challenges and implementing scalable solutions; align with stakeholders on tooling and priorities.
• Ensure documentation remains accurate and aligned with business objectives.
• Collaborate and Influence by bridging design and frontline execution; identify knowledge gaps and deliver solutions to improve agent performance and customer outcomes.

Skills

Knowledge Management

Process Improvement

Operations Enablement

Content Strategy

Internal Communications

Technical Writing

Information Architecture

UX Writing

Education

Bachelor's degree in Communications, Journalism, Technical Writing, Business, Information Management, or a related field

Tools

Sprinklr

SharePoint

Confluence

WordPress

Job description

Caesars Digital is seeking a CS Manager, Copilot Knowledge Base to own operational content strategy and AI-enabled guidance for front-line customer service. You will drive content creation, governance, and CX improvements across Operations, Product, Compliance, Training, and Technology teams.

The role emphasizes strong writing, process design, and stakeholder collaboration to improve agent efficiency and customer outcomes in a fast-paced environment.