Director, Customer Operations Platforms - BetMGM : Job Details

About UsWe are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations-MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.We were recognized as one of Glassdoor's Best Places to Work .

About the Role

In this role you'll own the overall contact center platforms strategy by partnering with internal stakeholders to understand their business and the challenges they face. Your job will be to solve those challenges using contact center technology and tools that may already exist in our ecosystem or may require net-new solutions. You will then work through your direct team as well as other internal stakeholders to prioritize, develop, test, and deploy solutions for your customers.

You will also be responsible for partnering with colleagues across the organization to continually optimize the service journeys for our players as well as the tools our agents use to solve inquiries. You and your team are responsible for 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 audits, ensuring compliance with Company policies and more.

Leveraging your contact center systems experience, you'll develop and implement best practices around contact center technology procedures, create feedback loops with key stakeholders, define OKRs & KPIs, maintain playbooks for incident handling, etc. We work in a blended in- and out-sourced agent environment which will require you to supervise external Customer Care partners in the discharge of their obligations as defined by BetMGM Security & Technology teams.

The successful candidate will have hands-on experience building and administering platforms common in a contact center environment as well as leading teams doing this work. At BetMGM we play to win and look for team members who thrive in a dynamic, fast-paced environment with a passion for evolving trends in the contact center technology space.

What You'll Do (Key Responsibilities):

• Oversee the day-to-day administration of systems and tools common to contact centers, including: workforce management, telephony, messaging, chatbot, CRM, LMS and enterprise QA.
• Define and articulate a clear contact center platform strategy across multiple business lines and implement best InfoSec practices around the same
• Represent BetMGM in discussions with internal and external stakeholders with respect to contact center platforming needs with Entain and external vendors
• Actively participate in prioritization discussions and, when necessary, advocate for the advancement of contact center initiatives
• Proven history of forming strong relationships with internal and external stakeholders
• Define and report out KPIs for the contact center platforms team and the applications they support
• Act as consultant to business partners to solve needs through platforming solutions
• Ability to 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 technology and security items, then interface internally as needed with other stakeholders for such things as:
  • Collecting AOCs
  • Intake of 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 systems & tools
• 5+ years leading teams responsible for administering contact center systems & tools
• 5+ years hands-on experience engineering and administering contact center- related systems & tools
• Experience managing teams in an Agile environment is a strong plus
• Proven experience developing and executing against a contact center technology strategy
• 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 in innovative and fast-paced environments

Who You Are (Essential Requirements)

• You're excited about building new things and innovating with new technology and platforms
• Experience with Genesys (ACD & IVR), Sprinklr, Medallia, and Zendesk strongly preferred; Scorebuddy and LivePerson is a plus
• Familiar with and comfortable in an agile-based working environment
• Be a culture-builder, leveraging the organization's passion for serving our players and Team Members across regulated jurisdictions
• Influencing skills are essential. BetMGM is not a command-and-control environment
• An exceptional leader experienced in coaching and developing talent. Able to set a vision and motivate a team to reach a goal while creating a fun and productive culture
• We continue to innovate and may not have all the systems and tools and people in place.A successful candidate will be comfortable with that level of ambiguity and thrive on the challenge of defining the tools we still need while driving the business forward as we build underlying capabilities.
• We value transparency. There is no me culture. Communication and collaboration across the entire team will lead to greater individual and collective success
• Must be or become licensed through the appropriate Gaming Commission as a condition of hire and employment

The annual salary range for this position is $137,200 to $180,075. 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 RequirementsAs 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 the company's responsible gambling policies, procedures and initiatives.

About Our CultureBuilding BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:Believe in Your Game - Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience.Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We OfferAs a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are all in together. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.If you need assistance or accommodation with your application due to a disability, you may contact us at [email protected].

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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