Remote iGaming Customer Experience Manager

Hard Rock Digital; Atlantic City (NJ); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Remote working

Startup culture backed by global brand

Job summary

Hard Rock Digital is building a high-impact customer experience organization in the United States. The successful candidate will report to the Director of Customer Experience and lead a team from the ground up, hiring and scaling Supervisors and Rep level positions.

You will drive operational excellence, coaching teams to achieve service KPI targets and customer satisfaction. We seek a manager who can motivate, develop talent, and optimize call center performance across calls, chats and emails.

Qualifications

• Bachelor's degree from a 4-year college or university.
• Minimum 5 years of experience managing and leading large teams.
• Strong experience with the iGaming industry and sportsbook operations.
• Proven leadership, people management, and development skills.
• Ability to operate in a fast-paced, results-driven environment.
• Excellent communication and cross-functional collaboration abilities.
• Flexibility to work varied shifts including evenings or weekends.
• Analytical mindset with focus on metrics and performance.
• Customer-centric approach with focus on service quality.

Responsibilities

• Lead a team of 2-4 call center supervisors and staffing for reps.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, policies, and procedures to improve productivity.
• Drive a culture of accountability and continuous improvement.
• Develop strategies to ensure customer satisfaction across interactions.
• Provide motivation and development to maximize opportunities.
• Oversee performance and productivity of direct reports.
• Monitor team results and provide feedback on performance.
• Collaborate with QA, training, IT, and recruiting.
• Audit QA strategies to ensure world-class service.
• Hire, coach, and manage career progression of call center staff.

Education

Bachelor's Degree

Job description

Hard Rock Digital is building a high-impact customer experience organization in the United States. The successful candidate will report to the Director of Customer Experience and lead a team from the ground up, hiring and scaling Supervisors and Rep level positions.

You will drive operational excellence, coaching teams to achieve service KPI targets and customer satisfaction. We seek a manager who can motivate, develop talent, and optimize call center performance across calls, chats and emails.