Customer Service Manager

Aristocrat Leisure; Lansing (MI); On-site; USD 81,000 - 135,000; Full time

Job summary

Aristocrat Leisure is seeking a Customer Service Manager to lead multi-channel CS operations across locations and brands. You will shape policies, drive customer happiness, and coordinate with Marketing, CRM, HR, and Compliance to align service initiatives.

A strong, data-driven leader is required to excel in a fast-growing environment. The role emphasizes managing CX strategy, budgeting, and program innovation while ensuring regulatory compliance and high-quality service delivery.

Qualifications

• Experience directing multi-channel customer service across locations and brands.
• Proven experience in online industries such as betting, insurance, or fintech is preferred.
• Strong data-driven approach with analytics and reporting tools.
• Excellent leadership, communication, and collaborator management skills.
• Ability to thrive in a fast-paced, high-growth environment.

Responsibilities

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

Skills

Leadership

Customer service management

Strategic thinking

Communication

Collaboration

Data analytics

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).

Company Summary

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

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.

Aristocrat Leisure Limited (Aristocrat) is a global entertainment and content creation company powered by technology to deliver world‑leading casino and mobile games. Listed on the Australian Securities Exchange (ASX), Aristocrat (ASX code: ALL) is headquartered in Sydney, Australia, with over 7300 employees working in more than 20 locations across the globe.

Aristocrat offers a diverse range of products and services including electronic gaming machines, casino management systems, mobile games and online real money games, including iLottery. Aristocrat has seven corporate functions and three reporting segments that span regulated land‑based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money gaming (Aristocrat Interactive). Our game and product portfolios collectively entertain millions of players worldwide every day.

Across our global enterprise, Aristocrat aims to create long‑term sustainable value for all stakeholders by upholding our core values and producing the world’s best gaming content. Our people‑first mindset prioritises the safety and wellbeing of our people. We have ambitions to be an industry leader in responsible gameplay and we invest in employees’ development and offer career pathways, so they have what they need to do their best work at Aristocrat. Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us every day. We are excited about the future of Aristocrat and united by our mission and we invite everyone to join us as we bring joy to life through the power of play!

Aristocrat Leisure Limited or its affiliates worldwide provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to any protected characteristic, such as race, color, sex, religion, national origin, physical or mental disability, genetic characteristic, pregnancy, breastfeeding or related medical condition, sexual orientation, gender identity, gender expression, ancestry, citizenship, age, marital, military and veteran status, or any other characteristic prohibited by local, state/provincial or federal law. If you need assistance or accommodation applying for a position, please reach out to [e-mail].

Sustainability

At Aristocrat, sustainability is embedded in our strategy, operations and the values and culture of our teams across the globe. Our Sustainability report provides information on the progress we’ve made each year, across our four strategic sustainability pillars – Good Governance & Responsible Business, Empowering Safer Play (formerly responsible gameplay), Operational Sustainability & Climate, and People & Community.

You can read more about our progress here: https://www.aristocrat.com/sustainability/