Director, Customer Operations Platforms

This is a fully remote position, open to applicants in Connecticut, +2 more states.

📋 Description

• Formulate and promote BetMGM’s strategic approach for the contact center platforms ecosystem.

• Assist internal customer support and back office personnel, as well as player-facing support pathways such as chatbots, help pages, and IVR.

• Manage routine requests from contact center users, which include triaging tickets, granting user permissions, onboarding and offboarding, channel prompts, access audits, and ensuring policy compliance.

• Create best practices for contact center technology and implement technological solutions to address business challenges.

• Establish practices for continuous improvement, feedback loops from stakeholders, and key performance indicators (KPIs).

• Oversee external partners in meeting the obligations set forth by BetMGM Security & Technology teams.

• Stay informed about the agentic-AI and contact center technology landscape to guide strategy.

• Define the platform strategy for contact centers, including telephony, chat/messaging, CRMs, and workforce management (WFM) forecasting and planning tools.

• Represent BetMGM with both internal and external stakeholders concerning platforming requirements.

• Mentor and support direct reports.

• Collaborate with Product colleagues to ensure player support aligns with the overall player experience roadmap.

• Engage in prioritization discussions and advocate for initiatives related to the contact center.

• Manage both internal and external vendors along with their assigned deliverables.

• Create scalable frameworks for deferred workloads, feedback loops, communication, vendor management, change management, version control, and standard operating procedures (SOPs).

• Serve as the primary day-to-day contact for outsourced partners on platforming and security issues.

• Gather AOCs, manage incidents, and conduct regular compliance testing.

• Maintain playbooks for outages and incidents.

• Develop and sustain documentation for processes and procedures related to agent tools.

⛳️ Requirements

• Over 10 years of experience as a direct owner and decision-maker for contact center platforms and technology.

• More than 5 years of experience leading teams responsible for managing contact center platforms.

• At least 5 years of hands-on experience in building and/or managing contact center-related platforms.

• Demonstrated experience in developing and executing a contact center technology strategy.

• Experience in leading transformative change projects such as platform migrations and cross-platform integrations.

• Exceptional communication skills with the confidence to manage stakeholders at various levels.

• Flexibility and ability to adapt swiftly to evolving business demands.

• Experience in innovative and fast-paced work environments.

• Candidates must have legal authorization to work for our company in the U.S. without needing immigration sponsorship.

• Must comply with applicable gaming licensing requirements and maintain necessary licensure.

• Must adhere to and support BetMGM's responsible gambling policies, procedures, and initiatives.

🏝️ Benefits

• Medical, Dental, Vision, Life, and Disability Insurance.

• 401(k) with company match.

• Pre-tax spending accounts, including health care FSA and commuter savings.

• Flexible paid time off.

• Professional development reimbursement and ongoing skills training opportunities.

• Employee resource groups.

• Swag, ticket giveaways, and more!

• Performance-based bonus plan.