About the job

Jersey City, New Jersey

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

Management of the Sports Operations team, the front-line team for all technical and process issues & queries within Sportsbook. Taking ownership by coordinating, instructing, and challenging all necessary teams to mitigate the negative customer experience.

A dedicated people leader focused on developing the team into excellent Sports Ops Coordinators, undertaking performance management processes, and continuously identifying opportunities to coach, develop, and retain talent

Determining and implementing process to track performance of all areas across Sportsbook and Trading to identify areas of concerns, risks and pain points. Data obtained and analyzed will be presented to a senior audience, along with solutions to drive change across technology, feeds and process.

Responsibilities

• Daily Supervision of the Sports Operations team. Determining and implementing best practice across all areas of Sports Ops tasks and responsibilities. Ensuring these are always followed and providing support when required
• Devise team KPI’s to evaluate, plan and continuously review and improve BAU processes to ensure operational excellence.
• Coach, mentor and the supervise Sports Ops Coordinators, establishing a culture of high performance
• Build a model that ensures Sportsbook, Trading and all technical functions are aligned on issues impacting the customer, especially around scale, impact, and priority
• Have an important influence in the Trading & Sports roadmap, using data that has been obtained, reviewed, and analysed within the Sports Ops function
• Provide senior stakeholders with regular reporting around Trading, Technical and Feed performance. Identifying areas of concern and being the driver in influencing change
• Implementing process and support Coordinators in tracking the performance of all teams within Sportsbook and Trading. Compiling KPIs & SLAs and driving changes to process, training or technology when these are not met
• Establish a process to ensure all Sport Ops Coordinators acquire an in-depth knowledge of all tools, platforms and processes within Sportsbook & Trading to support technical teams in the prioritization and resolution of issues
• Ensure Sports Ops are prepared for all major events such as new state launches, Super Bowl, March Madness and briefing wider audience on the Sports Ops plans
• Work collaboratively with all customer facing functions, to ensure a consistent, correct and clear message is provided to customers
• Represent Sports Ops on all major incident calls/channels. Ensuring all stakeholders are aware of the scale & impact. Also signing off the issue has been resolved
• A SME on US Compliance, ensuring best practice is followed by all teams across the request, creation, settlement, and resettlement stages of the process
• Sign off on all Compliance breach reports sent to state regulators. Ensuring the reports are accurate and sent within agreed SLAs
• Official sign off confirming all new leagues/competitions/teams have been created in accordance with regulatory requirements
• Authorising the clearance of significant negative balances when required
• Review data from various sources (Customer Services, Trading Support, Social Media etc) to determine both positive and negative areas of our customer’s experience and implement process to improve
• Fully understand and drive the life cycle of issues and errors. Ensuring departments are aware of the action required to mitigate the impact to customers. This includes Trading, Customer Service, Risk & Payments, Social Media, Content and CRM teams
• Develop, own and implement the training plan for new starters
• Ensure the Sports Ops team are appropriately staffed at all times

Education

• Bachelor’s degree or equivalent work experience

Qualifications

• Online Sports Betting experience essential
• Managerial experience required
• Strong organizational skills and detail oriented
• Ability to multi-task and manage multiple projects at once
• Ability to analyze data and present findings
• Ability to communicate effectively with a range of stakeholders across numerous locations
• Effective analytical and problem-solving skills
• High attention to detail
• High level of personal initiative and motivation
• Ability to work shifts which include evenings, weekends and public holidays.

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!

Gaming Compliance

Candidate must comply with and support the company’s responsible gambling policies, procedures and initiatives.

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.

BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. 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.