BetMGM

Position: Vice President, Customer Care Location: Jersey City, NJ

Remote Status: Hybrid Job Id: 2233 # of Openings: 1

Vice President of Customer Care

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. 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 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.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

About the Role

The Vice President of Customer Care will assume the pivotal responsibility of shaping the strategic vision for our Customer Care, CS Operational Intelligence, and CS Operations Strategy teams. This will be demonstrated through:

Strategic Leadership: Charting the course for these vital departments, providing visionary guidance and direction.

Customer Experience Excellence: Wholeheartedly committing to orchestrating best-in-class, brand-aligned experiences for our customers.

Impactful Transformation: Driving profound and positive impacts in customer loyalty and brand distinction.

Responsibilities

• Lead the definition of BetMGM’s customer care vision delivering unparalleled customer service and excellence in operational efficiency.
• Champion the implementation of scalable processes and cutting-edge technologies necessary to bring our vision to life.
• Foster accountability and cultivate high-performing teams in Customer Care, CS Operational Intelligence, CS Operations Strategy, with a focus on engagement and productivity.
• Collaborate with leaders across the organization to ensure consistently high performance across all customer operation segments.
• Develop and enhance a culture of continuous improvement and data-driven decision-making, resulting in improved KPIs and enriched customer experiences.
• Ensure that our organizational structures and talent strategies align with both short-term and long-term business needs.
• Ensure that all processes conform to current best practices and regulatory requirements.
• Establish and maintain open channels of communication, fostering a culture of ideation and feedback at all levels within the organization.
• Cultivate relationships with key personnel within our parent companies that will advance our technology strategy and capabilities.
• Develop and empower strong leaders, providing clear strategic direction with defined objectives and measurable results.

Qualifications 

• Minimum of 8 years in a Global Operations Leadership role, with a track record of visionary leadership and strategic acumen.
• Over 12 years of hands-on experience in customer operations providing exceptional customer experiences.
• Proven expertise in process optimization and a successful history of boosting productivity and efficiency.
• Demonstrated proficiency in leading, motivating, and building large teams, showcasing your people leadership skills.
• A talent for seamlessly working across cultures and locations to ensure team cohesion and effectiveness.
• Preferred experience in establishing a function or department from the ground up, especially in fast-paced environments.
• Experience in gaming, retail, ecommerce, financial, or similar sectors is highly desirable.
• Exceptional communication and interpersonal skills.
• A proven ability to successfully partner and collaborate with a wide range of stakeholders, emphasizing your knack for building relationships and fostering cooperation.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

• Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.
• Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
• Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.
• Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Gaming Compliance

Candidate must comply with and support the company’s responsible gambling policies, procedures and initiatives.

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.

BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.

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

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

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Pay Range: $215,000 - $280,000 per year

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