Technical Support Operations Leader

Caesars Entertainment; Jersey City (NJ); On-site; USD 84,000 - 100,000; Full time

Benefits offered by this job

Medical, vision, and dental insurance

401(k) matching program

Paid time off and holidays

Job summary

Caesars Entertainment is seeking a CS Manager, Technical Support to own the Service Cloud Platform for Caesars Digital. You will ensure health, security, and scalability while translating business needs into configurations and dashboards that drive customer service improvements.

You will manage vendor relationships, coordinate IT support requests, and document processes. A strong mix of technical, governance, and cross‑functional collaboration is required to succeed.

Qualifications

• Bachelor's degree in IT/CS/MIS or equivalent practical experience.
• Sprinklr Platform Administrator Certification preferred; ITIL/Salesforce Admin a plus.
• 3+ years of technical administration, Sprinklr Service Cloud or similar CX platforms.

Responsibilities

• Design, configure, test and implement technology solutions for customer service.
• Translate business needs into scalable system configurations.
• Perform ad hoc configuration and optimization for high-volume periods.
• Monitor system health and troubleshoot technical issues.
• Develop and enhance reporting and dashboards for performance insights.

Skills

Customer-centric

Analytical thinking

Resilience, flexibility & agility

Leadership & social influence

Creative thinking

Technological literacy

AI & big data

Curiosity & lifelong learning

Motivation & self-awareness

Empathy & active listening

Systems thinking

Education

Bachelor's degree in Information Technology, Computer Science, MIS (or equivalent)

Tools

Sprinklr Service Cloud

Salesforce Service Cloud

Zendesk

Job description

Caesars Entertainment is seeking a CS Manager, Technical Support to own the Service Cloud Platform for Caesars Digital. You will ensure health, security, and scalability while translating business needs into configurations and dashboards that drive customer service improvements.

You will manage vendor relationships, coordinate IT support requests, and document processes. A strong mix of technical, governance, and cross‑functional collaboration is required to succeed.