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Sr. Manager, Customer Ops Knowledge Management
Discover What’s Possible at BetMGM
Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.
As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include:
Medical, Dental, Vision, Life, and Disability Insurance
401(k) with company match
Pre-tax spending accounts including health care FSA and commuter savings
Flexible paid time off
Professional development reimbursement and ongoing skills training opportunities
Employee resource groups
Swag, ticket giveaways, and more!
At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.
Sr. Manager, Customer Ops Knowledge Management
Location: Jersey City, NJ
About the Role
Th e S r. Manager, Customer Ops Knowledge Management plays a pivotal strategic role in overseeing all aspects of Customer Operat io ns process governance, customer protection, knowledge infrastructure, and information delivery across Operations ( Customer Care, Risk, Payments and Fraud), Training, and QA. Leading a high-performing team of process , knowledge management and internal operations self-audit experts , this role is central to ensuring excellence and protection at scale—crafting end-to-end processes, managing content and compliance systems used in Customer Operations , and driving cross-functional initiatives that shape how our operations perform and evolve.
This position serves as a critical partner across the organization, acting as the primary subject matter expert for knowledge ecosystem needs and defining processes & procedures used in Customer Operations . The Senior Manager defines and drives the team’s strategic roadmap and is accountable for mapping highly complex operational flows, auditing documentation and process compliance, and delivering results aligned to company strategic plan .
Finally, this role acts as a key resource for other stakeholder groups that include Compliance, Regulatory, HR, Product, Technology, and Legal among others . To support continuous evolution of the business, the Customer Operations Knowledge Management team acts as a key stakeholder in developing new and refining existing procedures to support and protect operational changes, new products, agent tool ing , and more. Serving as the keeper of all process and knowledge content for the division, the Customer Operations Knowledge Management team is called upon to produce artifacts on demand when requested by various internal and external stakeholders .
Responsibilities
Team Leadership & Strategy
Lead, coach, and empower a team of Knowledge Management SMEs and Customer Protection advocates , cultivating a high-performing, collaborative, and growth-oriented environment
Define strategic planning and goal setting for the team while setting ambitious yet achievable objectives aligned with company and division goals
Define KPIs that track team success across process health, documentation coverage, accuracy, content engagement, and audit readiness
Provide structured performance feedback, mentor team members in technical and stakeholder management skills, and ensure professional development across all levels
Foster a culture of accountability, innovation, and continuous improvement
Process Governance & Operational Mapping
Own the full lifecycle of process creation, optimization, and compliance for Customer Operations
Direct large-scale, end-to-end mapping initiatives across multiple departments and customer journeys
Serve as the business architect for operational process alignment, ensuring readiness for scaling, automation, and product changes
Partner with teams across the Company to ensure that all documentation and processes used by Customer Operations meets regulatory and jurisdictional standards
Knowledge & Content Infrastructure
Define requirements for knowledge management tooling necessary to manage the expanding scope and complexity of Customer Operations Content Management needs
Ensures that the knowledge ecosystem (e.g., Zendesk Guide, Sprinklr, SharePoint) and strategic roadmap supports day-to-day operations , regulatory alignment, future scaling, and other strategic initiatives
Supports the development and QA of customer-facing standard messaging across all operational teams
Act as the senior point of contact for Customer Operations documentation architecture, taxonomy, and content lifecycle management
Partners with Customer Operations Platforms to ensure adherence with data retention standards
Implements change management and version control protocols that ensure all knowledge content is continuously updated and kept current
Cross-Functional Leadership & Planning
Act as the primary Process & Content representative for Customer Operations teams, shaping strategic tooling, automation design, and operational readiness
Influence product, tooling, and self-service enhancements by representing end-user workflows, business risk, and process interdependencies
Lead planning and documentation support for operational expansions, high-impact initiatives , or compliance-triggered process overhauls
Represent the team and division overall in leadership forums, workstreams, and planning meetings
Audit, Compliance & Risk Mitigation
Oversee internal and external audit preparations and responses, ensuring all documentation is current, compliant, version controlled, and defensible
Partner with Compliance and Legal to maintain auditable controls across all documented areas, especially in high-risk or regulated jurisdictions
Proactively identify and resolve documentation or process risks through cross-functional remediation
Consistent ly conduct audits for compliance with various protocols which may require working through others such as QA, Insights & Analytics, BI , etc.
Qualifications
Required:
Ability to gain and maintain a gaming license through the appropriate jurisdictions as a condition of hire and continued employment
4 + years of experience in process management, content strategy, 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
Deep understanding of regulated operations, internal control requirements, and process auditing
Strong analytical, strategic planning, and stakeholder engagement skills
Exceptional organizational, writing and communication skills with an eye for clarity, detail, and usability
Experience managing large-scale knowledge bases, CMS platforms (e.g., Zendesk Guide, Sprinklr, SharePoint), and standard messaging libraries
Proven success collaborating with stakeholders across divisions and varying levels organizationally
Ability to manage multiple priorities under tight timelines while maintaining quality.
Preferred:
Strong preference for e xperience in the gaming, fintech, or sports betting industries
Familiarity with knowledge system integrations into self-service platforms, IVRs, and/ or AI-powered digital journeys
Working knowledge of content tagging, taxonomy systems, and knowledge delivery UX principles
Compensation
The annual salary range for this position is $114,000 - $149,625. 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.
Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.
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 BetMGM's responsible gambling policies, procedures, and initiatives.
About BetMGM
BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. 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 Casino, 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.
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.
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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