Senior Manager, Customer Ops Knowledge Management
BetMGM
full-time
Posted on:
Location Type: Hybrid
Location: Jersey City • New Jersey • United States
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Salary
💰 $114,000 - $149,625 per year
Job Level
About the role
- Overseeing all aspects of Customer Operations process governance, customer protection, knowledge infrastructure, and information delivery across Operations
- Leading a high-performing team of process, knowledge management and internal operations self-audit experts
- Crafting end-to-end processes, managing content and compliance systems used in Customer Operations
- Driving cross-functional initiatives that shape how Operations perform and evolve
- Acting as the primary subject matter expert for knowledge ecosystem needs and defining processes & procedures used in Customer Operations
- Defining and driving the team’s strategic roadmap and mapping highly complex operational flows
- Auditing documentation and process compliance
Requirements
- Ability to gain and maintain a gaming license through the appropriate jurisdictions as a condition of hire and continued employment
- 4 + years of experience in process management, content strategy, or operational enablement, with at least 2 years in a formal people management or leadership role
- Proven ability to lead high-performing teams and build scalable frameworks across multiple lines of business
- Deep understanding of regulated operations, internal control requirements, and process auditing
- Strong analytical, strategic planning, and stakeholder engagement skills
- Exceptional organizational, writing and communication skills with an eye for clarity, detail, and usability
- Experience managing large-scale knowledge bases, CMS platforms (e.g., Zendesk Guide, Sprinklr, SharePoint), and standard messaging libraries
- Proven success collaborating with stakeholders across divisions and varying levels organizationally
- Ability to manage multiple priorities under tight timelines while maintaining quality.
Benefits
- 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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
process managementcontent strategyoperational enablementprocess auditingstrategic planningknowledge management
Soft skills
leadershipanalytical skillsstakeholder engagementorganizational skillscommunication skills
Certifications
gaming license