Director, Customer Operations Platforms - Remote

Overview

The Director, Customer Operations Platforms at BetMGM will lead the strategy for contact center platforms, working cross-functionally to optimize service journeys and implement best practices in a dynamic environment.

In Short

• Lead contact center platforms strategy across multiple business lines.
• Partner with internal and external stakeholders to realize vision.
• Develop and implement best practices around CCTS procedures.
• Supervise external Customer Care partners.
• Define and report KPIs for CCTS.
• Build scalable structures for CCTS.
• Act as day-to-day POC for outsource partners.
• Ensure compliance with Company policies.
• Maintain playbooks for incidents.
• Drive innovation in contact center technology.

Requirements

• 10+ years in contact center platforms or technology.
• 5+ years leading teams in contact centers.
• Experience with Genesys, Sprinklr, Medallia, and Zendesk.
• Exceptional communication and influencing skills.
• Ability to adapt to changing business demands.
• Experience in agile working environments.
• Proven leadership skills in coaching and developing talent.
• Must comply with gaming licensing requirements.
• Comfortable with ambiguity and driving business forward.
• Strong relationship-building skills.

Benefits

• Medical, Dental, Vision, Life Insurance.
• Commuter Benefits.
• Paid Time Off and Holidays.
• Employee Resource Groups.
• Annual bonus eligibility.
• Commitment to diversity and inclusion.
• Support for employee growth and development.
• Resources for responsible gambling policies.
• Culture of transparency and collaboration.
• Focus on innovation and teamwork.