Manager, Experience

BetMGM; Atlantic City (NJ); On-site; USD 109,000 - 145,000; Full time

Job summary

BetMGM is seeking an Experience Manager to enhance customer engagement through optimized content strategies. This role involves leading planning, testing, and display processes to improve user experience across our platforms. The ideal candidate will have extensive experience in content operations and a strong analytical mindset, aiming to create best-in-class experiences for millions of users.

Benefits

Medical, Dental, Vision Insurance

Paid Time Off

Employee Resource Groups

Qualifications

• 5+ years of experience in content operations or audience engagement.
• At least 2 years in a leadership role.
• Experience with A/B testing and strong organizational skills.

Responsibilities

• Optimize content planning processes and enhance go-to-market strategies.
• Coach teams on A/B testing and improve testing workflows.
• Manage a team of Programming Strategists and ensure content delivery.

Skills

Data analysis

A/B testing methodologies

Customer engagement

Content strategy

Organizational skills

Job description

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. 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 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.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor's "Best Places to Work".

About the Role

Focusing on how customers "experience" and engage with content across the app, the Experience Manager will play a critical role within the Audience Engagement team. The role's purpose is to optimize the touchpoints where customers can engage with betting content, with an emphasis on strategic planning and merchandising, experimentation and research-led optimization, refining displays for consistency and intuitiveness, and identifying and removing points of friction.

Leading the Planning, Testing, and Display streams, the Experience Manager will work directly with the two additional Audience Engagements teams: Programming (operational team responsible for fulfilling plans and programming within our CMS) and Enablement (responsible for supporting Audience Engagement with appropriate tooling and workflows to support speed and scale). Collaboration will ensure plans, tests, and journeys are optimized to maximize customer engagement, putting the right content in the right place at the right time. The Experience Manager will also work cross-functionally with other teams across the business like Product, Product Design, Trading, and more to refine how customers are able interact with content.

At the end of the day, we are working together to build best-in-class customer experiences for millions of users - with the primary goal of being the biggest and best online sports and gaming operator in the United States.

Responsibilities

Planning

• Optimize existing daily and seasonal content planning process, ensuring the team operates efficiently with well-defined guidelines and timelines for go-to-market deliverablesand can clearly articulate the "what" and the "why" behind decisions

• Enhance existing go-to-market planning process for new features with a focus on:

• Extending planning timelines and creating clarity around deliverables at each stage

• When and how the feature will be leveraged at launch

• Integrating the new feature into existing content cycles, such as daily or event-based audience engagement plans

• Ensuring the strategy aligns to maximize existing team KPIs

Testing

• Coach Experience team in creating and executing A/B test roadmaps that measure the effectiveness of different content configurations and new features, focusing on strong hypotheses and KPIs that drive impactful customer outcomes

• Improve existing testing workflows to allow for rapid iteration, where test results can be analyzed, acted upon, and scaled more quickly

• Ensure alignment between Experience and BI teams, defining clear metrics for success and ensuring that data collection and analysis processes are optimized for each test

• Identify trends, analyze results from tests, and translate findings into actionable content strategies for Programming team

• Work with BI to build and provide regular reports to key stakeholders on content performance, delivering clear and concise insights and plans to build on learnings

• Work cross-functionally with other relevant teams like Trading and Marketing to establisha methodology for more complete testing, inclusive of an environment beyond content setups

Display

• Manage process for ensuring page layouts, market displays, and navigation taxonomies are consistent, intuitive, and engaging;this includes auditing existing ecosystem, identifyingproblems and themes,and setting team up to deliver iterative improvements while working toward an optimized future state

• Implement methods for measuring display refinements for customer impact, working cross-functionally to establish goals and success KPIs for initiatives and overcome potential barriers in execution

• Grow team's ability to remove customer friction points from the app, optimizing existing programs by enhancing tracking, strengthening feedback loops to drive quicker resolutions, and implementing measures of success

General

• Manage a team of Programming Strategists, leading by example, coaching on best practices, and developing talent to efficiently grow the scope and impact of the Experience team

• Work with Programming and Enablement teams to ensure seamless content delivery and alignment with planning and optimization efforts, creating recurring touchpoints (retros, test reviews, audience insight syncs, etc.) where all teams review what's working or not

• Partners with Programming to validate the operational feasibility of planning and testing initiatives

• Resolve executional inefficiencies, collaborating with Enablement to improve tooling, processes, and documentation

• Leads relationship with BI, setting guidance around strategy, identifying opportunities, and structuring workflows to amplify customer behaviors via testing and planning

• Establish a regular cadence for customer feedback, working with the User Research team to drive program impact across the Audience Engagement team while elevating findings and relevant insights to wider Product org

• Take customer insights - whether from tests, UXR, or feedback - and update content strategies accordingly

• Be an authority on betting behavior and engagement metrics to inform programming decisions and continuously improve the customer experience

• Serve as the escalation point for any testing or strategy-related challenges, troubleshooting issues in real-time and implementing solutions to prevent future occurrences

Essential Functions

• Must be able to stand or sit and operate computers and other technological devices for extended periods of time

Qualifications

• 5+ years of experience in content operations, content strategy or audience engagement, with at least 2 years in a leadership role

• Experience working within a content management system (CMS), with a strong understanding of content configuration and optimization is a plus

• Proven history of utilizing data analysis to inform decisions

• Experience with A/B testing methodologies and customer segmentation

• Top-tier organizational skills, with the ability to manage multiple priorities and develop structured roadmaps for testing and planning

• Strong understanding of display principles and impacts on customer engagement

• A customer-centric mindset for identifying and resolving friction points

• Proven ability to optimize processes and implement scalable operational improvements

• Creative thinker with the ability to identify multiple solutions to complex problems to ensure progress continues

• Exceptional attention to detail and commitment to accuracy in execution

• Effective collaboration skills, with the ability to work cross-functionally with multiple teams

• Excellent communication/presentation skills, with the ability to convey intricate ideas in a clear and concise manner to stakeholders and senior leadership

• Experience as a relationship builder and a champion for transparency and collaboration

• Proven track record of managing several priorities concurrently and capable of finishing them with minimal supervision

• Familiarity with sports betting, gaming, or a related industry is a plus

• Willingness to travel occasionally domestically and/or internationally

Additional Requirements (if applicable)

• Prior experience with sports, casino, and/or gaming websites and mobile apps

• Demonstrating a strong interpersonal skill set - being able to communicate with team members effectively and emphatically at all levels within an organization

• Being an innovative thinker, someone not afraid to challenge the status quo and ask questions

• Showing a true passion for this industry inclusive of sports, casinos, and entertainment

The annual salary range for this position is $109,000.00 to $145,000.00.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 the company's responsible gambling policies, procedures and initiatives.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

Believe in Your Game - Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience.

Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.

Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.

Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

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.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals.So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are "all in" together.If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.

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.

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