Customer Operations Manager, Trainer

Caesars Entertainment

Trainer Manager at Caesars Digital enhancing training programs and agent productivity. Designing and delivering training across various digital platforms for operational readiness.

Posted 4/14/2026full-timeJersey City • New Jersey • 🇺🇸 United StatesMid-LevelSenior💰 $83,702 - $120,000 per yearWebsite

About the role

Key responsibilities & impact

Own Training Portfolio Management
Design and implement structured training programs for: Digital onboarding of new employees, New hire operational and tools training, Product and platform-specific training, SME (Subject Matter Expert) specialized training, Regular refresher courses, Mandatory Responsible Gaming (RG) and Anti-Money Laundering (AML) training
Customize learning content to accommodate different roles, regions, and support channels (chat, email, voice).
Design training programs using branding guidelines and a 20/20/60 training methodology (20% theory, 20% demonstration, 60% hands-on practice)
Incorporate gamification elements to ensure training content is engaging, interactive, and aligned with adult learning principles and best practices.
Roll out training programs for various audiences, including new hires, existing employees, and subject matter experts. Deliver training sessions in a clear, concise, and engaging manner.
Develop and maintain all training documentation, learning paths, knowledge base materials, and SOPs.
Utilize a Learning Management System (LMS) to track training progress, completion rates, certifications, and learning outcomes.
Monitor and evaluate the effectiveness of training through assessments, feedback surveys, and performance metrics.
Partner with Customer Operations, Optimization, Self-Service, Knowledge Management, Quality Assurance, Product, and Marketing teams to ensure timely training updates on new product launches, promotions, or policy changes.

Requirements

What you’ll need

5+ years of experience in training, learning & development, 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.
Proven experience creating and managing training programs from the ground up.
Proficiency with LMS platforms, e-learning tools (e.g., Articulate, Rise, Canva), and virtual delivery tools (Zoom, MS Teams, etc.).
Exceptional facilitation, presentation, and communication skills.
Strong knowledge of product, process, back-office tools, RG, AML, and KYC training standards and requirements.
Proven success in cross-functional collaboration.
Ability to manage multiple priorities under tight timelines while maintaining quality.
Preferred:
Bachelor’s degree in: Information Management, Communications, Business Operations, or related field.
Experience in the iGaming, betting, fintech, or other high-compliance digital sectors.
Certification in instructional design, adult learning, or L&D management is a plus.
Experience working with BPO or outsourced teams is a plus.

Benefits

Comp & perks

medical, vision, and dental insurance
life insurance
disability insurance
a 401(k)-matching program
paid Personal Time Off
paid company holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

training program designlearning content customizationgamification20/20/60 training methodologytraining documentation developmenttraining effectiveness evaluationcross-functional collaborationpeople managementoperational enablemente-learning program management

Soft Skills

facilitation skillspresentation skillscommunication skillsteam leadershiporganizational skillstime managementadaptabilityengagementproblem-solvinginterpersonal skills

Certifications

instructional design certificationadult learning certificationL&D management certification