Director, Customer Operations Platforms

This position is posted by Jobgether on behalf of BetMGM. We are currently looking for a Director, Customer Operations Platforms in United States.

As Director of Customer Operations Platforms, you’ll drive the vision and execution of contact center technologies, ensuring seamless player and agent experiences across multiple business lines. Leading a dedicated internal team and coordinating with external vendors, you’ll assess and deploy best-fit tools while championing strategic innovations. From telephony and CRM to messaging and QA platforms, you'll orchestrate the systems that power every customer interaction. This role requires a tech-savvy leader passionate about building scalable solutions and delivering measurable impact in a high-growth environment.

Accountabilities:

• Own and evolve the contact center platforms strategy, aligning solutions with internal stakeholder needs.
• Lead the day-to-day administration of systems including workforce management, telephony, CRM, LMS, messaging, chatbot, QA, and more.
• Supervise routine tasks such as user onboarding/offboarding, triage tickets, permissions, audits, and system compliance.
• Act as the primary contact for internal and external tech-related issues, outages, and platform changes.
• Define and report on KPIs, create best practices, and maintain platform-specific documentation and incident playbooks.
• Collaborate cross-functionally to enhance agent tools and customer service journeys.
• Manage platform vendor relationships and ensure security and compliance, particularly within an outsourced support structure.
• Contribute to prioritization processes, advocate for customer care initiatives, and manage feedback loops and continuous improvements.

• 10+ years leading contact center systems and tools with hands-on engineering and administrative experience.
• 5+ years managing teams responsible for contact center technologies.
• Proficiency in Agile environments with a proven ability to develop and execute technology strategies.
• Strong communication and stakeholder management skills across multiple levels.
• Expertise with platforms such as Genesys (ACD/IVR), Sprinklr, Medallia, Zendesk; familiarity with Scorebuddy and LivePerson is a plus.
• A collaborative leader skilled in coaching, influencing without authority, and building team culture.
• Comfortable navigating ambiguity, rapidly evolving systems, and regulatory compliance requirements.
• Must be or become licensed with applicable Gaming Commissions based on role jurisdiction.

• Competitive annual salary ranging from $137,200 to $180,075.
• Eligibility for performance-based bonus plan.
• Comprehensive benefits: Medical, Dental, Vision, Life Insurance, Paid Time Off, Holidays.
• Additional perks: Commuter benefits, Employee Resource Groups, career growth support.
• Flexible work environment with a focus on innovation, teamwork, and impact.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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