Director, Customer Operations Platforms

betmgminc; United States; Remote; USD 137,000 - 183,000; Full time

Benefits offered by this job

Health, dental, vision, life and long‑

Disability insurance

Retirement plan with company match

Job summary

BetMGM Inc. is seeking a role focused on leading the strategy and operation of customer support platforms used by service agents and customers, with emphasis on scalable operations and measurable improvements aligned with the broader customer experience.

The role covers telephony, messaging, CRM, and workforce planning, overseeing platform teams, and vendor relationships, while reporting on platform KPIs and exploring new contact center and AI technologies.

Qualifications

• Experience in the contact center industry and shaping platform strategy.
• Strong leadership, communication, and stakeholder relationship skills.
• Ability to use qualitative and quantitative research to guide platform decisions and continuous improvement.
• Experience defining performance measures and overseeing platform operations and external partners.
• Legal authorization to work in the United States without employment-based immigration sponsorship.

Responsibilities

• Set and communicate strategy across telephony, messaging, CRM, workforce planning, and related platforms.
• Align customer support tools and journeys with product plans and CX priorities.
• Lead platform team members, supporting their development and setting clear performance measures.
• Build operating practices for requests, incident triage, feedback, communications, vendor management, changes, and documentation.
• Manage internal and external stakeholders and service partners, including performance and security obligations.
• Track and report platform KPIs, advocate for priorities, and assess new contact center and AI technologies.

Skills

Leadership

Communication

Stakeholder management

Performance metrics

Quantitative research

Job description

Role overview

Lead the strategy and operation of customer support platforms used by service agents and customers. The role covers contact center technology, support journeys, platform administration, and partner oversight, with an emphasis on scalable operations, measurable improvement, and alignment with the broader customer experience.

Responsibilities

• Set and communicate strategy across telephony, messaging, customer relationship management, workforce planning, and related platforms.
• Align customer support tools and journeys with product plans and customer experience priorities.
• Lead platform team members, supporting their development and setting clear performance measures.
• Build operating practices for requests, incident triage, feedback, communications, vendor management, changes, and documentation.
• Manage internal and external stakeholders and service partners, including performance and security-related obligations.
• Track and report platform KPIs, advocate for priorities, and assess new contact center and AI technologies.

Requirements

• Experience in the contact center industry and the ability to shape platform strategy around customer and agent needs.
• Strong leadership, communication, and stakeholder relationship skills.
• Ability to use qualitative and quantitative research to guide platform decisions and continuous improvement.
• Experience defining performance measures and overseeing platform operations and external partners.
• Legal authorization to work in the United States without employment-based immigration sponsorship.

Benefits and work setup

The role is listed as remote. The stated pay range is $137,200-$182,900, with eligibility for a performance-based bonus.

• Benefits include health, dental, vision, life and disability insurance, a retirement plan with company match, flexible paid time off, professional development support, and employee resource groups.
• Applicable employees must obtain and maintain required gaming licenses; licensing includes background checks.