VIP Support Supervisor - Full Time

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

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission: “Create the Extraordinary"

Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”

Our Values: “Blaze the Trail, Together We Win, All-In on Service”

Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

The VIP Support Supervisor leads a team of highly skilled support professionals dedicated to delivering exceptional service and personalized experiences for Caesars' most valued digital guests. This role is responsible for overseeing daily operations, managing escalated guest concerns, driving team performance, fostering employee development, and ensuring compliance with company policies and gaming regulations. The Supervisor partners cross-functionally with multiple business units to deliver seamless service while maintaining a culture of excellence, accountability, and guest satisfaction.

How You Will Create the Extraordinary

• 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.
• Serve as a role model for Caesars' Mission, Vision, and Values while promoting a guest-first mindset.
• Serve as a professional role model and represent the company positively.
• Meet productivity, efficiency, and customer service performance goals.
• Handle customer transactions accurately, efficiently, and professionally.
• Protect customer privacy and confidential information in accordance with company standards.
• Maintain punctuality, attendance, adherence, and appearance standards.
• Support special projects and perform additional duties as assigned by management.
• Comply with all company policies and applicable regulatory, state, and federal laws.

What You Will Need

• 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.

ADDITIONAL REQUIREMENTS

• Must be available to work nights, weekends, holidays, and varying shifts as business needs require.
• Ability to lead and motivate teams while managing multiple priorities.
• Proficiency in Microsoft Office applications.
• Strong written and verbal communication skills.
• Ability to work collaboratively across multiple departments and business units.
• Adaptable and capable of managing changing business needs and operational priorities.

About Us

At Caesars Digital, We Don’t Just Play the Game — We Set the Standard.

As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

TOGETHER WE WIN

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.

As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.

Job Info

• Job Identification 89364
• Job Category Sales and Marketing
• Job Schedule Full time
• Locations William Hill - R7 Office (On-site)