Director, Customer Operations Platforms
Core
Develop and evangelize business strategy for BetMGM's contact center platforms ecosystem, including telephony, chat/messaging, CRMs, and WFM tools, while managing internal and external vendors to ensure scalable, compliant support solutions.
Role type
Director, Customer Operations Platforms
Builds
Contact center platforms ecosystem (telephony, chat, CRM, WFM) and scalable support structures
Domain
Gaming & Sports Betting / Contact Center Technology
Required skills
Contact center strategy, vendor management, stakeholder communication, KPI definition, process documentation, change management, team leadership, platform migration, compliance auditing
Preferred skills
Agentic-AI landscape knowledge, digital product experience, transformative change project leadership
Technologies
Telephony platforms, Chat/messaging services, CRMs, WFM forecasting tools
Responsibilities
Define contact center platform business strategy; Represent BetMGM in stakeholder discussions; Mentor direct reports; Partner with Product organization; Manage internal and external vendors; Define and report KPIs; Build scalable structures for workload and feedback loops; Act as POC for outsource partners; Maintain outage/incident playbooks; Develop process documentation
Seniority
Director, strategic leadership & team management
