Director, Customer Operations Platforms

BetMGM

. Develop and evangelize BetMGM’s business strategy for the contact center platforms ecosystem .

Posted 11/5/2026full-timeRemote • United StatesLead💰 $137,200 - $182,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in developing and executing contact center technology strategies, managing platforms, and leading teams. Proficient in stakeholder management, compliance with gaming regulations, and implementing continuous improvement practices.

Highest-signal resume keywords

Contact Center Technology StrategyTeam LeadershipPlatform AdministrationStakeholder ManagementCompliance with Gaming Regulations

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Contact Center PlatformsPlatform MigrationsCross-Platform IntegrationsKPI DevelopmentProcess Documentation

Soft Skills

Excellent CommunicationAdaptabilityMentoring

Tools & Technologies

Telephony SystemsChat/Messaging ToolsCRM SystemsWFM Forecasting Tools

Certifications & Qualifications

Gaming Licensure

Industry Keywords

Contact Center EcosystemCustomer SupportIncident ManagementResponsible Gambling Policies

About the role

Key responsibilities & impact

Develop and evangelize BetMGM’s business strategy for the contact center platforms ecosystem
Support internal customer support and back office users and player-facing support journeys such as chatbots, help pages, and IVR
Administer routine contact center user requests, including triage tickets, user permissions, onboarding/offboarding, channel prompts, access audits, and policy compliance
Develop contact center technology best practices and use technology solutions to solve business problems
Establish continuous improvement practices, stakeholder feedback loops, and KPIs
Supervise external partners in fulfilling obligations defined by BetMGM Security & Technology teams
Monitor the agentic-AI and contact center technology landscape to inform strategy
Define contact center platform strategy across telephony, chat/messaging, CRMs, WFM forecasting and planning tools
Represent BetMGM with internal and external stakeholders regarding platforming needs
Mentor and guide direct reports
Partner with Product colleagues to align player support with the overall player experience roadmap
Participate in prioritization discussions and advocate for contact center initiatives
Manage internal and external vendors and assigned deliverables
Build scalable structures for deferred workload, feedback loops, communications, vendor management, change management, version control, and SOPs
Act as day-to-day point of contact for outsource partners on platforming and security matters
Collect AOCs, handle incidents, and conduct periodic compliance testing
Maintain outage and incident playbooks
Develop and maintain process and procedure documentation for agent tools

Requirements

What you’ll need

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
Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship
Must comply with applicable gaming licensing obligations and maintain required licensure
Must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives

Benefits

Comp & perks

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!
Performance-based bonus plan