Director, Customer Operations Platforms

The Opportunity
About the Role

The Director, Customer Operations Platforms, will be responsible for developing and evangelizing the business strategy for BetMGM's contact center platforms ecosystem. These tools include internal customer support and back office end users as well as some player-facing support journeys such as chatbot, help pages, IVR, etc. The ideal candidate will be data and customer-obsessed, understand how to use qualitative and quantitative research as well as a consultative approach to ensure our associate and player-facing support solutions are built with the flexibility, performance and scalability needed to serve our evolving business.

Your team is also responsible for ensuring the administering routine requests from contact center users, such as working triage tickets, updating user permissions, on/off-boarding, modifying voice and digital channel prompts, performing user access audits, ensuring compliance with Company policies and more.

Leveraging your experience in the contact center industry, you'll develop best practices around contact center technology procedures, utilize technology solutions to solve business problems, embrace a continuous improvement culture, foster feedback loops with key stakeholders, define KPIs for your business area, and more. We work in a blended in- and out-sourced agent environment which will require you to supervise external partners in the discharge of their obligations as defined by BetMGM Security & Technology teams.

The Director, Customer Operations Platforms must be a dynamic leader and highly impactful communicator who can galvanize the team around a clear vision for the future. You will also keep a close eye on the agentic-AI and contact center technologies landscape, drawing inspiration from a wide variety of digital products and experiences to inform your strategy.

What You'll Do (Key Responsibilities):

• Define and articulate a clear contact center platform business strategy across multiple technology platforms which includes telephony platform(s), chat/messaging services, CRMs, WFM forecasting & planning tools, and best practices around the same

• Represent BetMGM in discussions with internal and external stakeholders regarding contact center platforming needs

• Mentor and guide direct reports in their professional development

• Partner with colleagues from the Product organization to align player support with Product's vision and roadmap for the overall player experience

• Actively participate in prioritization discussions and, when necessary, advocate for the advancement of contact center initiatives

• Form strong relationships with internal and external stakeholders

• Define and report out KPIs for the contact center platforms team and the applications they support

• Manage internal and external vendors for performance and assigned deliverables

• Build scalable structures for such things as deferred workload (e.g. queued tickets, triaging incidents, etc.); feedback loops, communication strategies, vendor management, change management, version control, SOPs, etc.

• Act as day-to-day POC for outsource partners regarding platforming and security items, then interface internally as needed with other stakeholders for such things as:

• Collecting AOCs

• Handling incidents other than those that require notification to NOC

• Periodic testing to ensure compliance with policies (e.g. agent inability to reach Gmail, Facebook, etc.)

• Maintain playbooks for outages/incidents within Customer Service and with Business Process Outsourcers (partnering with others internally as needed)

• Develop and maintain process/procedure documentation for agent tools

What You Bring to the Table (Qualifications)

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

• 5+ years leading teams responsible for administering contact center platforms

• 5+ years hands-on experience building and/or administering contact center-related platforms

• Proven experience developing and executing against a contact center technology strategy

• Experience directly leading transformative change project such as platform migrations, cross-platform integrations, etc.

• Excellent communication skills and confidence managing varying levels of stakeholders

• Adaptability and ability to pivot easily to keep pace with changing business demands

• Experience working at innovative and fast-paced environments

Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.

Compensation

The pay range for this position is as follows:

137,200.00--182,900.00

Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

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