Director, Customer Operations Platforms

BetMGM; New York (NY); On-site; USD 137,000 - 183,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life, and Dis

401(k) with company match

Pre-tax spending accounts including H&

Flexible paid time off

Professional development reimbursement

Employee resource groups

Swag, ticket giveaways

Job summary

BetMGM LLC is hiring a Director of Customer Operations Platforms in the United States to develop and evangelize the strategy for BetMGM’s contact center platforms ecosystem, including internal, back-office, and some player-facing journeys. You will lead a blended in-house and outsourced environment, guiding KPIs, security, and performance across multiple teams.

You will mentor staff, partner with Product, drive continuous improvement, and oversee vendors while ensuring compliance with company

Qualifications

• 10+ years of experience as a direct owner of and decision-maker for contact center platforms and technology.
• 5+ years leading teams responsible for administering contact center platforms.
• 5+ years hands-on experience building and/or administering contact center-related platforms.
• Proven experience developing and executing against a contact center technology strategy.
• Experience leading transformative change projects such as platform migrations and cross-platform integrations.
• Excellent communication skills and confidence managing varying levels of stakeholders.
• Adaptability to changing business demands in fast-paced environments.

Responsibilities

• Define and articulate a clear contact center platform business strategy across multiple technology platforms.
• Represent BetMGM in discussions with stakeholders regarding contact center platforming needs.
• Mentor and guide direct reports in their professional development.
• Partner with Product to align player support with the roadmap for the overall experience.
• Prioritize and advocate for contact center initiatives.
• Build relationships with internal and external stakeholders.
• Define and report KPIs for the contact center platforms team.
• Manage internal and external vendors for performance and deliverables.
• Create scalable structures for deferred workload, triage incidents, feedback loops, and SOPs.
• Serve as day-to-day POC for outsource partners and ensure security/compliance.
• Maintain playbooks for outages/incidents and develop process documentation for agent tools.

Skills

Contact center platforms ownership

Team leadership

Contact center technology strategy

Stakeholder management

Vendor management

KPI definition & reporting

Change management

Communication

Cross-functional collaboration

Adaptability

Job description

Discover What’s Possible At BetMGM

Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!

Discover What’s Possible At BetMGM

Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.

Benefits

• Medical, Dental, Vision, Life, and Disability Insurance
• 401(k) with company match
• Pre-tax spending accounts including health care FSA and commuter savings
• Flexible paid time off
• Professional development reimbursement and ongoing skills training opportunities
• Employee resource groups
• Swag, ticket giveaways, and more!

At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.

The Opportunity

About The Role

The Director, Customer Operations Platforms, will be responsible for developing and evangelizing the business strategy for BetMGM’s contact center platforms ecosystem. These tools include internal customer support and back office end users as well as some player-facing support journeys such as chatbot, help pages, IVR, etc. The ideal candidate will be data and customer-obsessed, understand how to use qualitative and quantitative research as well as a consultative approach to ensure our associate and player-facing support solutions are built with the flexibility, performance and scalability needed to serve our evolving business.

Your team is also responsible for ensuring the administering routine requests from contact center users, such as working triage tickets, updating user permissions, on/off-boarding, modifying voice and digital channel prompts, performing user access audits, ensuring compliance with Company policies and more.

Leveraging your experience in the contact center industry, you’ll develop best practices around contact center technology procedures, utilize technology solutions to solve business problems, embrace a continuous improvement culture, foster feedback loops with key stakeholders, define KPIs for your business area, and more. We work in a blended in- and out-sourced agent environment which will require you to supervise external partners in the discharge of their obligations as defined by BetMGM Security & Technology teams.

The Director, Customer Operations Platforms must be a dynamic leader and highly impactful communicator who can galvanize the team around a clear vision for the future. You will also keep a close eye on the agentic-AI and contact center technologies landscape, drawing inspiration from a wide variety of digital products and experiences to inform your strategy.

What You’ll Do (Key Responsibilities)

• Define and articulate a clear contact center platform business strategy across multiple technology platforms which includes telephony platform(s), chat/messaging services, CRMs, WFM forecasting & planning tools, and best practices around the same
• Represent BetMGM in discussions with internal and external stakeholders regarding contact center platforming needs
• Mentor and guide direct reports in their professional development
• Partner with colleagues from the Product organization to align player support with Product’s vision and roadmap for the overall player experience
• Actively participate in prioritization discussions and, when necessary, advocate for the advancement of contact center initiatives
• Form strong relationships with internal and external stakeholders
• Define and report out KPIs for the contact center platforms team and the applications they support
• Manage internal and external vendors for performance and assigned deliverables
• Build scalable structures for such things as deferred workload (e.g. queued tickets, triaging incidents, etc.); feedback loops, communication strategies, vendor management, change management, version control, SOPs, etc.
• Act as day-to-day POC for outsource partners regarding platforming and security items, then interface internally as needed with other stakeholders for such things as:
• Collecting AOCs
• Handling incidents other than those that require notification to NOC
• Periodic testing to ensure compliance with policies (e.g. agent inability to reach Gmail, Facebook, etc.)
• Maintain playbooks for outages/incidents within Customer Service and with Business Process Outsourcers (partnering with others internally as needed)
• Develop and maintain process/procedure documentation for agent tools

What You Bring To The Table (Qualifications)

• 10+ years of experience as a direct owner of and decision-maker for contact center platforms and technology
• 5+ years leading teams responsible for administering contact center platforms
• 5+ years hands-on experience building and/or administering contact center-related platforms
• Proven experience developing and executing against a contact center technology strategy
• Experience directly leading transformative change project such as platform migrations, cross-platform integrations, etc.
• Excellent communication skills and confidence managing varying levels of stakeholders
• Adaptability and ability to pivot easily to keep pace with changing business demands
• Experience working at innovative and fast-paced environments

Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.

Compensation

The pay range for this position is as follows:

137,200.00--182,900.00

Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.

About BetMGM

BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Casino, BetMGM Sportsbook, Borgata Online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.

If you need assistance or accommodation with your application due to a disability, you may contact us at [e-mail].

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.