VIP Guest Experience Lead (Digital)

Caesars Sportsbook & Casino; Las Vegas (NV); On-site; USD 70,000 - 95,000; Full time

Job summary

Caesars Digital is seeking a VIP Support Supervisor to lead a team delivering exceptional service to our premier digital guests. You will oversee daily operations, manage escalations, and drive performance while ensuring compliance with gaming regulations and company policies.

You will mentor staff, monitor metrics, and partner with IT, Product, Payments, and Compliance to continuously improve guest experiences across digital platforms.

Qualifications

• Must be 21 years of age or older.
• Bachelor's degree or equivalent combination of education and professional experience.
• Minimum of two (2) years of supervisory or leadership experience.
• Preferred experience in gaming, hospitality, sports betting, iGaming, customer operations, or a related industry.

Responsibilities

• Lead the day-to-day operations of the VIP Support team and ensure service levels and performance objectives are met.
• Resolve complex guest escalations with professionalism and urgency.
• Coach, mentor, and develop team members through feedback, training, and performance management.
• Collaborate with multiple business units to enhance service effectiveness and maintain regulatory compliance.
• Analyze operational metrics and guest feedback to identify improvements and drive performance.

Skills

Leadership

Communication

Analytical thinking

Problem solving

Prioritization

Integrity & Compliance

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Caesars Digital is seeking a VIP Support Supervisor to lead a team delivering exceptional service to our premier digital guests. You will oversee daily operations, manage escalations, and drive performance while ensuring compliance with gaming regulations and company policies.

You will mentor staff, monitor metrics, and partner with IT, Product, Payments, and Compliance to continuously improve guest experiences across digital platforms.