Customer Ops Platforms Delivery Manager

Discover What's Possible at BetMGM

Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We're a brand with technology at our hearts and the most driven and focused talent in the business.

As a valued team member, we're committed to giving you the resources and support you need to thrive. Our benefits and perks include:

• 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!

At BetMGM, we recognize that every individual plays a meaningful role in our success. That's why we're committed to building a respectful, inclusive workplace. It's the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.

About the Role

As a Customer Ops Platforms Delivery Manager at BetMGM you will be responsible for delivery of internal Customer Ops projects within the established scope, budget and timeline, as well as participate in corporate projects.

You will work closely with all departments across the business and key decision makers such as Customer Care managers, product owners, and technical teams. Delivery of projects must bring value to our customers and the business. You will work in the Customer Ops Platforms team which is very supportive and committed to the Group's success.

The successful candidate will thrive in a dynamic, ever evolving marketplace andshould possess a passion and flair for project management. Strong English language skills and a keen attention to detail are also necessary skills for this role.

Responsibilities

• Develop project scopes and work packages through close work with requestors, knowledge experts and business owners

• Manage project portfolios to track progress

• Ensure resource availability and allocation

• Deliver assigned projects on time and within scope and budget

• Create project documentation

• Communicate and maintain close relationships with internal/external stakeholders and vendors, across multiple time zones

• Support corporate strategy and drive change

Qualifications

• Ability to gain and maintain a gaming license via the appropriate jurisdictions as a condition of hire and continued employment

• 3+ years of project/product management, vendor management, customer service, or similar role

• Understanding of online gaming/sports/entertainment/gambling industry a plus

• Certified Associate of Project Management (CAPM) certification or similar a plus

• Ability to navigate through ambiguity in a highly-regulated and evolving gaming industry

• Experience with synchronous and asynchronous chat channels is a plus; strong preference for those with experience with AWS Connect, Sprinklr, Medallia, Liveperson, and Zendesk

• Understanding or previous working experience in customer services

• Ability to deliver projects within deadlines and excellent time management

• Knowledge of project management tools such as Microsoft Project

• Good MS Office skills (Excel, Visio)

• Great communication and interpersonal skills

• Strong ability to organize yourself and result orientation

• Critical thinking and creativity to find solutions

• Understanding of software development process and release cycles

• Willingness to travel

• We seek individuals who are thrilled by challenge and consistently rise to it by performing in a fast-paced, innovative, and diverse environment that will result in a strong culture that promotes growth and development.

Compensation

The annual salary range for this position is $84,000 - $110,250. 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.

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.

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.

About BetMGM

BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. 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 Casino, 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.

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.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

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.