Director, Contact Center Platforms & Strategy

BetMGM; United States; On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k)

Pre-tax spending accounts

Flexible PTO

Professional development reimbursement

Ongoing skills training

Employee resource groups

Swag & ticket giveaways

Job summary

BetMGM in the United States is seeking a Director of Customer Operations Platforms to drive the strategy and scalability of our contact center ecosystem, including telephony, chat, IVR, and back-office workflows. You will shape best practices and partner with Product to align the player experience with BetMGM's vision.

Lead a data-driven team, manage vendor relationships, and oversee security/compliance while guiding cross-functional stakeholders.

Qualifications

• 10+ years of experience owning contact center platforms and technology.
• Proven leadership and team development across complex programs.

Responsibilities

• Define and articulate a clear contact center platform strategy across telephony, chat, CRMs and planning tools.
• Represent BetMGM with internal/external stakeholders on platform needs.
• Mentor direct reports and align Player Support with Product roadmap.
• Define and report KPIs for the platforms team and their apps.
• Oversee vendor performance and deliverables; manage security/compliance as needed.
• Develop process docs and playbooks for outages and incidents.

Skills

Contact center platforms

Leadership

Strategy development

Tools

CRM systems

Telephony platforms

WFM tools

Job description

BetMGM in the United States is seeking a Director of Customer Operations Platforms to drive the strategy and scalability of our contact center ecosystem, including telephony, chat, IVR, and back-office workflows. You will shape best practices and partner with Product to align the player experience with BetMGM's vision.

Lead a data-driven team, manage vendor relationships, and oversee security/compliance while guiding cross-functional stakeholders.