Director, Customer Operations Platforms

Role Overview

The Director, Customer Operations Platforms, will be responsible for developing and evangelizing the business strategy for BetMGM’s contact center platforms ecosystem. 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.

What You Will Do

Define and articulate a clear contact center platform business strategy across multiple technology platforms, represent BetMGM in discussions with internal and external stakeholders, mentor and guide direct reports, partner with colleagues from the Product organization, and manage internal and external vendors.

Why It Might Be a Fit

The ideal candidate will be a dynamic leader and highly impactful communicator who can galvanize the team around a clear vision for the future, with 10+ years of experience as a direct owner of and decision-maker for contact center platforms and technology, and experience directly leading transformative change projects such as platform migrations, cross-platform integrations, etc.

Requirements

• 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

Benefits

• 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!