Customer Service Manager- Operations (Overnight)

Welcome to the Empire! As the Manager of Customer Operations, you will lead and inspire dynamic teams of highly skilled support professionals dedicated to providing exceptional service to Caesars guests and internal teams. Your team’s primary role is to deliver best-in-class account support services for customers across multiple online wagering platforms, as well as support our brick & mortar sportsbook operations. You will lead teams of subject matter experts to ensure our customers have seamless digital gaming experiences. You will look for ways to reduce customer friction points and enhance the digital wagering experiences. 

• Manage Daily Operations: Oversee the daily operations of multiple Customer Support teams. This will includes scheduling, human resources functions, and team development and daily shift oversight.
• Guest Escalations: Provide guidance on guest escalations and raise product/process issues as necessary.
• Data-Driven Improvements: Collaborate with Customer Operations Leadership to review data and trends to enhance service levels.
• Cross-Department Collaboration: Partner with internal departments, including VIP Host teams, Payments, Promotions, iCasino, Compliance, Retail Operations, Trading, Product Development, IT Support, Human Resources, Talent Acquisition and more.
• Performance Coaching: Drive performance in the contact center by coaching employees to meet and exceed productivity and service metrics.
• Feedback and Reporting: Provide regular feedback to Customer Operation Leadership regarding the performance of support teams.
• Relationship Building: Proactively build strong working relationships with colleagues at all levels of the organization.
• Hiring and Training: Oversee the hiring, onboarding, and training of new employees.
• Compliance: Ensure department employees comply with all necessary training and gaming license requirements.
• Additional Duties: Perform other duties as needed.

• Bachelor’s Degree: Or comparable work experience.
• Management Experience: Minimum of one year of management experience.
• Regulated Gaming Industry Experience: Experience in gaming, hospitality, sports betting, and/or iGaming preferred.
• Skills Required: Excellent interpersonal communication, problem-solving, leadership, and analytical skills.
• Integrity and Compliance: Ability to uphold and demonstrate the highest level of integrity and compliance as required by a regulated business.
• Independence and Multitasking: Ability to work independently and manage multiple priorities.
• Gaming License: Must be able to obtain necessary gaming license(s).