The OpportunityWe're looking for a project manager who thrives in ambiguity, moves fast with incomplete information, and brings structure when it's necessary. Sitting at the intersection of project management, program coordination, portfolio strategy, and delivery execution, this is a unique individual contributor role crafted for someone who gets energy from wearing multiple hats and solving tough, cross-functional challenges.
This role will be embedded in Customer Operations, including Customer Care, Risk, and Payment Operations, while also partnering across the broader organization to support high-impact strategic initiatives. You will play a key role in shaping how work gets done across these functions, helping build and maintain a scalable portfolio of initiatives, drive process improvements, and bring clarity to complex, fast-moving efforts.
There will be no one-size-fits-all playbook. Instead, you'll partner closely with customer operations, product, commercial, engineering, and compliance teams to bring clarity, momentum, and outcomes to highly fluid, complex initiatives. From untangling dependencies across cross-functional teams to stabilizing fast-moving programs mid-flight, you'll help drive the work that doesn't always have a clear owner - but is essential to our success.
It is a highly visible role with a clear focus on improving the quality, velocity, and accountability of work between cross-functional teams by acting as a "force multiplier" for customer operations and other strategic initiatives. This role demands a blend of strategic thinking, operations exposure, and strong project management skills, with success defined by your ability to apply critical thinking, attention to detail, a big-picture mindset, and influence across key stakeholders.
If you love working in the gray, bringing a calm mind to chaos, and naturally aligning teams toward a common goal, we want to meet you!
Discovery & Requirements Definition- Partner with business, operations, product, engineering, compliance, and vendor teams to shape initiatives from concept through execution.
- Gather, analyze, and document end-to-end business, operational, and technical requirements to ensure alignment across stakeholders.
- Translate ambiguous business needs into clearly defined scope, requirements, deliverables, milestones, and project plans.
- Establish project scope, success criteria, timelines, and implementation plans before work enters execution.
Program/Project Oversight- Own the delivery of critical initiatives that span multiple disciplines - whether it's a last-minute compliance pivot, a rapid customer operations rollout, or a first of its kind new company initiative.
- Maintain clear project plans, dependencies, and risk logs - even when the ground is shifting.
- Facilitate planning sessions, retros, and working groups across multiple time zones and departments (even companies!)
- Support the development and ongoing management of a Customer Operations and AI project portfolio, ensuring visibility, prioritization, and alignment with business goals.
Risk Management- Develop and implement contingency plans to address identified risks, ensuring minimal disruption to project outcomes.
- Model multiple project scenarios (best-case, worst-case, and most likely outcomes) to prepare for uncertainties and adapt strategies dynamically.
- Continuously track risk triggers and adjust plans as needed to maintain project integrity.
Orchestrate Chaos- Dive into ambiguous, high-stakes initiatives and create clarity through structure, documentation, and communication.
- Design lightweight processes to keep things moving without creating red tape.
- Demonstrates strong problem-solving skills and the ability to adapt quickly to shifting priorities in a dynamic environment
- Identify gaps in ownership or execution and step in as the connective tissue across teams.
Delivery leadership without direct authority- Act as a trusted execution partner to cross-functional teams without having formal ownership.
- Influence stakeholders at all levels with empathy, credibility, and a deep understanding of the work on the ground.
- Drive accountability and alignment, not through hierarchy, but through relationships and follow-through.
Qualifications- 5+ years of experience in project management, program management, delivery management, or operations.
- Experience in sports betting, gaming, or other highly regulated industries preferred.
- Exposure to Customer Care, Risk, Payment Operations, or other operational functions is a plus.
- Proven ability to lead cross-functional initiatives from discovery and requirements gathering through execution.
- Strong stakeholder management skills with the ability to influence without direct authority.
- Comfortable operating in ambiguity, managing competing priorities, and driving outcomes in fast-paced environments.
- Knowledge of project management frameworks, delivery best practices, and risk management principles.
- Comfortable leveraging AI-powered tools to enhance project delivery, reporting, and stakeholder communication.
- Experience with project management platforms such as Asana, Workfront, or similar tools.
- PMP certification is a plus.
- Excellent written and verbal communication skills.
- Strategic thinker with a hands-on approach and strong attention to detail.
CompensationThe pay range for this position is as follows:
86,400.00--115,200.00
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.
