VIP Support Lead - Digital Guest Experience

Caesars Entertainment; Las Vegas (NV); On-site; USD 80,000 - 110,000; Full time

Job summary

Caesars Entertainment’s Caesars Digital is seeking a VIP Support Supervisor to lead a team delivering exceptional service to our digital guests. The role oversees daily operations, escalations, and compliance with gaming regulations, partnering with multiple business units to ensure seamless guest experiences.

You will coach and develop staff, analyze metrics, and maintain staffing across shifts to meet performance goals while upholding the company’s standards and culture.

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.
• Strong leadership, communication, coaching, and interpersonal skills.
• Demonstrated ability to resolve complex customer issues and escalations.
• Strong analytical, organizational, and problem-solving abilities.
• Experience interpreting operational metrics and using data to drive performance improvements.
• Ability to effectively manage priorities in a fast-paced environment.
• Demonstrated commitment to integrity, compliance, and regulatory requirements.
• Must be eligible to obtain and maintain all required gaming licenses.

Responsibilities

• Lead the day-to-day operations of the VIP Support team, ensuring service levels, quality standards, and performance objectives are consistently achieved.
• Deliver exceptional support and resolution for complex guest escalations with professionalism, empathy, and urgency.
• Coach, mentor, and develop team members through ongoing feedback, training, and performance management.
• Foster a culture of accountability, collaboration, engagement, and excellence within the department.
• Analyze operational metrics, service trends, and guest feedback to identify improvement opportunities and implement solutions.
• Monitor team productivity and service delivery to ensure optimal guest experiences across digital platforms.
• Collaborate with VIP Hosting, Payments, Promotions, iCasino, Compliance, Trading, Product, IT, Human Resources, Talent Acquisition, and other business partners to enhance service effectiveness.
• Communicate operational performance and actionable insights to Customer Operations leadership.
• Maintain appropriate staffing levels and schedule coverage to support business demands across various shifts.
• Ensure compliance with all applicable gaming regulations, company policies, certifications, and training requirements.
• Manage special projects and initiatives that support departmental goals, innovation, and business growth.

Education

Bachelor's degree or equivalent

Job description

Caesars Entertainment’s Caesars Digital is seeking a VIP Support Supervisor to lead a team delivering exceptional service to our digital guests. The role oversees daily operations, escalations, and compliance with gaming regulations, partnering with multiple business units to ensure seamless guest experiences.

You will coach and develop staff, analyze metrics, and maintain staffing across shifts to meet performance goals while upholding the company’s standards and culture.