Customer Operations Manager, Trainer
Caesars Entertainment
full-time
Posted on:
Location Type: Hybrid
Location: Jersey City • New Jersey • United States
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Salary
💰 $83,702 - $120,000 per year
About the role
- 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
- 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
- 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 & 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