Customer Service Manager

GamblingCareers.com; Lansing (MI); On-site; USD 81,000 - 135,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Paid time off

Job summary

Aristocrat Interactive is seeking a Customer Service Manager to lead multi-channel support across locations and brands, shaping the customer journey with data-driven strategies. This role partners with Marketing, CRM, HR, Compliance, and Operations to align service initiatives with business goals and regulatory requirements.

You will drive customer happiness and retention through innovative programs, oversee budgeting and forecasting, and implement training to elevate teams using Cloud-based

Qualifications

• Experience directing multi-channel customer service functions across locations and brands.
• Proven track record in online industries such as betting, insurance, or fintech.
• Data-driven with strong analytics and reporting skills.

Responsibilities

• Direct and coordinate multi-channel customer support (phone, email, chat, social).
• Coordinate inbound and outbound contact strategies for outstanding CX.
• Develop and implement customer service policies, procedures, and guidelines.
• Collaborate with Marketing, CRM, HR, Compliance, Operations to align service initiatives.
• Drive customer happiness, dedication, and retention through innovative programs.
• Monitor service benchmarks, identify trends, and implement improvements.
• Manage budgeting, forecasting, and prioritization for the CS department.
• Ensure compliance with regulatory requirements and company standards.
• Implement training and development programs for CS teams.
• Apply Freshdesk, Salesforce and AI tools to improve service delivery.

Skills

Customer service leadership

Cross-channel support

Data analytics

CRM platforms

Tools

Freshdesk

Salesforce

Job description

At Aristocrat, we’re driven by a mission to bring happiness to life through the power of play. We’re looking for a dedicated Customer Service Manager to lead and expand our customer service operations. This role is essential to our success, offering the chance to shape multiple channels, locations, and brands. If you are a strategic leader committed to delivering seamless customer experiences, we want you on our team! Join us in evolving the customer journey and making a meaningful impact in a fast-growing, dynamic environment.

What You'll Do

• Direct and coordinate multi-channel customer support functions (phone, email, chat, social media) spanning multiple locations and brands.
• Coordinate inbound and outbound contact strategies to ensure an outstanding customer experience.
• Develop and implement customer service policies, procedures, and guidelines.
• Collaborate with key partners (Marketing, CRM, HR, Compliance, Operations) to align service initiatives with business goals.
• Drive customer happiness, dedication, and retention through innovative service programs.
• Monitor and analyze service benchmarks to identify trends and implement improvements.
• Manage budgeting, forecasting, and prioritization for the customer service department.
• Ensure compliance with regulatory requirements and company standards.
• Implement training and development programs for customer service teams.
• Apply cloud-based platforms (Freshdesk, Salesforce) and AI tools to improve service delivery.
• Foster a culture of customer-first approach, accountability, and continuous improvement.

What We’re Seeking

• More than demonstrated ability directing customer service functions in environments involving various channels, locations, and brands.
• Proven experience in online industries such as betting, insurance, or fintech.
• Solid understanding of both incoming and outgoing contact center functions.
• Practical experience working with cloud-based service platforms such as Freshdesk or another CRM similar(Salesforce).
• Data-driven approach with proficiency in analytics and reporting tools.
• Excellent leadership, communication, and collaborator management skills.
• Ability to work in a fast-paced, high-growth environment.
• Experience in gaming/betting industry and highly regulated markets (preferred).
• Familiarity with VIP customer handling and advanced retention initiatives (preferred).
• Knowledge of brand new customer service technologies and automation tools (preferred).

Aristocrat Interactive

Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG)business and was formed in 2024when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together. The business is an industry leaderin content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

Travel Expectations

None

Pay Range

$80,500 - $135,200 per year

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.

Benefits

• This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities. Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment. At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.