Director, Customer Operations Platforms

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

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.

As a valued team member, we're committed to giving you the resources and support you need to thrive. Our benefits and perks include:

• 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 lea