Insurance Carrier Operations Manager
Gusto
Tableau
Customer Operations Manager
Caesars Entertainment
full-time
Posted on:
Location Type: Hybrid
Location: Las Vegas • Nevada • 🇺🇸 United States
Visit company websiteSalary
💰 $83,702 - $136,786 per year
Job Level
Mid-LevelSenior
About the role
- Test key player journeys (across all brands and states) - Identify and document all customer touchpoints of the unhappy paths (registration and account management, promotions and bonus wagering deposit and withdrawal, sports and casino game play, rewards program, etc.)
- Conduct end-to-end customer journey mapping to identify friction points that drive contacts and self-service opportunities.
- Translate journey insights into actionable recommendations for: Product verticals, Chatbot enhancements, Process optimization, Data insights optimization.
- Continuously validate journey maps against live data and update as new features/flows roll out.
- Own the strategy, design, and continuous optimization of chatbot journeys across platforms.
- Design, test, and optimize conversational flows (e.g. account management, deposits failed, withdrawals, bets settlement, bonus journeys, W-2G, responsible gaming, etc.) to ensure deflection of volumes.
- Oversee customer-facing content governance.
- Ensure chatbot scripts align with brand tone, consistent voice, regulatory requirements and compliance standards.
- Partner with Product & Tech to ensure back-office tools/API integrations support seamless bot-to-agent and bot-to-tool handoffs.
- Manage NLP Model performance, train and optimize the bot’s intent recognition and continuously monitor and retrain models.
- Identify new automation opportunities to improve customer support while reducing contact volume to live agents.
- Manage the chatbot roadmap and performance KPIs and document trends in failed/deflected contacts.
- Partner with Customer Operations, Product, and Marketing teams to align on new product features, promotions, and campaigns.
- Lead workshops with stakeholders to ideate and co-create new self-service experiences.
- Own the yearly team’s roadmap of initiatives, setting ambitious team goals aligned with company and department objectives.
- Define KPIs to track team success and lead, coach, and empower the team.
Requirements
- 5+ years of experience in digital CX, self-service, chatbot design, or journey mapping, 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.
- Extensive Product knowledge across sports, casino, payments, promotions, RG, compliance, understanding of digital casino and sports betting customer behaviors, terminology, and compliance landscape and competitor markets.
- Content & Knowledge Management: strong command of FAQs, help centers, agent scripts, and structured content frameworks.
- Technical/Backend awareness: APIs, integrations, tools, bot frameworks, backend system limitations.
- Data & Analytics skills: able to interpret BI dashboards, measure bot metrics, analyze contact drivers, and build business cases with data.
- Process Re-engineering: ability to simplify complex workflows, identify redundancies, and redesign broken processes.
- CX/UX Design Thinking: journey mapping, persona definition, empathy mapping, customer testing. Strong experience with tools like Miro, Figma, Lucid chart, or Smaply for journey mapping designs.
- Vendor/Platform Management: experience working with chatbot vendors, omnichannel platforms, or RFP processes.
- Strong Communication: ability to influence stakeholders across Product, Operations, Tech, and Exec leadership. Proven success in cross-functional collaboration.
- Ability to manage multiple priorities under tight timelines while maintaining quality.
- Bachelor’s degree in: Information Management, Communications, Business Operations, or related field.
- Experience in the iGaming, betting, fintech, or other high-compliance digital sectors.
- Hands-on experience with chatbot platforms (e.g., Ada, LivePerson, Zendesk/SunCo Chat, Sprinklr or Dialogflow).
Benefits
- medical, vision, and dental insurance
- life insurance
- disability insurance
- a 401(k)-matching program
- paid Personal Time Off
- paid company holidays
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
digital CXself-servicechatbot designjourney mappingAPIsdata analyticsprocess re-engineeringCX/UX design thinkingcontent managementNLP model performance
Soft skills
leadershipteam managementcommunicationstakeholder influencecross-functional collaborationprioritizationproblem-solvingworkshop facilitationco-creationgoal setting
