Director, Contact Center Platforms & Strategy (Remote)

BetMGM LLC; New Jersey; Remote; USD 137,000 - 183,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Company Match 401k

FSA & Commuter Benefits

Flexible PTO

Professional Development

Employee Resource Groups

Ticket giveaways

Job summary

BetMGM LLC in the United States is seeking a Director, Customer Operations Platforms to shape the strategy for our contact center ecosystem, spanning telephony, chat, CRM, and WFM tooling. You will lead a team, supervise outsourced partners, and drive continuous improvement in agent and player experiences.

You’ll partner with Product, define KPIs, manage vendors, and maintain playbooks for outages. This role requires 10+ years in contact center tech, strong leadership, and superb communication

Qualifications

• 10+ years owning contact center platforms and technology.
• 5+ years leading teams administering contact center platforms.
• Experience building or administering contact center-related platforms.

Responsibilities

• Define and articulate a clear contact center platform strategy across multiple tech platforms.
• Mentor direct reports and align player support with Product’s roadmap.
• Partner with Product to align on the overall player experience.
• Define and report KPIs for the platforms team and applications.
• Manage vendors, change management, and SOPs for platforming needs.

Skills

Contact center platforms

Team leadership

Communication skills

Stakeholder management

Change management

Job description

BetMGM LLC in the United States is seeking a Director, Customer Operations Platforms to shape the strategy for our contact center ecosystem, spanning telephony, chat, CRM, and WFM tooling. You will lead a team, supervise outsourced partners, and drive continuous improvement in agent and player experiences.

You’ll partner with Product, define KPIs, manage vendors, and maintain playbooks for outages. This role requires 10+ years in contact center tech, strong leadership, and superb communication