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Remote

Project Manager, Customer Operations

BetMGM
life insurance, paid time off
United States, New Jersey
May 06, 2025

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations-MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor's "Best Places to Work".

About the Role

The Project Manager - Customer Operations position will have a key role within the Customer Operations Organization and Project team. This key role will be acting as a bridge between internal and external stakeholders, including the Customer Operations team and BetMGM Product organization,, Entain Product and engineering teams to ensure the definition and delivery of Customer Operations initiatives. This specific role will primarily be focused within the Customer Operations portfolio.

Using your strong process and planning skills, you will work with team members across PMO, customer care, product, engineering, compliance and operations to manage the day-to-day activities along the project management life cycle. You will immerse yourself to seamlessly work with the Customer Operations team to gather inputs from stakeholders, facilitate the prioritization process, and the clear definition of requirements for the required teams.

The Project Manager role will be responsible for cultivating key relationships within BetMGM and Entain's organizations to shepherd in a new, dynamic way of working that provides alignment across the companies to drive BetMGM's Customer Operations' organizational goals.

The ideal candidate will have strong multi-tasking skills and an ability to plan/prioritize a changing workload within a fast-paced environment while dealing with a wide range of stakeholders.

Responsibilities

  • Successful planning, status reporting, and delivery of multiple, simultaneous projects

  • Assist in the development and maintenance of the overall Customer Operations portfolio

  • Collaboration with cross functional teams to build and execute well-structured plans

  • Complies with and effectively applies project management methodology and enforces project standards

  • Identifies resources needed, assigns responsibilities, and hold team accountable to fixed dates and commitments

  • Facilitates and guides project teams effectively with proper use of tools, processes, and visibility

  • Report on project success criteria results, metrics, test, and deployment management activities

  • Develop and deliver project deliverables, progress reports, artifacts, communication plans, risk plans and other related documents & presentations to various audiences, including project team, sponsors, C-level executives, and other key stakeholders

  • Effectively sets and manages stakeholder expectations

  • Deliver appropriate, concise, clear, and effective executive-level communication

Qualifications

  • Bachelor's degree preferred

  • 5+ years of experience in project management

  • Experience in a fast-paced, high-growth environment and large, established company

  • Understand interdependencies between technology, operations, and business needs

  • Self-motivated, decisive, with the ability to adapt to change and competing demands

  • Flexible with proven ability to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities

  • Strong experience presenting to executive sponsors with demonstrated communication skills, both written and oral with technical and non-technical staff, all levels of management

  • Build and maintain relationships by engaging business leaders to establish credibility, solve problems, build consensus, and achieve objectives

  • Work independently with minimal supervision

  • Pro-active and can-do approach to problem-solving

  • Experience in Customer Service operations preferred

  • Experience in Customer Operations technology platforms preferred

  • Experience in Gaming preferred

The annual salary range for this position is $86,400.00 to $115,200.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

Believe in Your Game - Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience.

Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.

Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.

Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are "all in" together. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.

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