Customer Operations Director, Digital

I’m interested


New Jersey

Contract type


Job description

Customer Operations Director, Digital

A new employer has come to NJ; William Hill Race and Sports Book!  Our Digital Department is gearing up for the expansion, as a result we are conducting a search for a Customer Operations Director. 

Due to a recent Supreme Court ruling, the way has been opened for states to regulate their own sports betting.  We're already number one in Nevada, but we need your help to make sure we build a premier digital experience in New Jersey and other States across the USA. 

The purpose of your role is fourfold as you work with our internal teams - Digital Sportsbook and Gaming Operations, Marketing, Product, Payments, Technology and Legal to manage the following:

The commercial performance of our Digital VIP team, who look after our most important customers

Digital Compliance team assisting on all regulatory and compliance matters as they relate to William Hill´s digital operations in New Jersey

Customer Support departments in both New Jersey locations and;

Manage the expansion of Customer Operations to future states that legalize digital sportsbook and gaming

What You Will Be Doing:

  • You will be supervising and evaluating the assigned personnel, reporting direct to the MD of Digital
  • Develop KPI targets for each of the respective functions and ensure appropriate reporting to key stakeholders against these targets
  • Develop customer contact strategies with brand, CRM and account management teams to ensure exceptional communications and support for existing customers via multiple channels
  • Develop a Sports and Gaming specific experience driven hospitality plan for VIP’s aimed at driving greater engagement and retention of VIPs
  • Act as the primary liaison to the appropriate regulatory bodies
  • Responsible for all required financial compliance reporting to the appropriate regulatory bodies
  • Work closely with the customer support teams in both locations, to ensure William Hill customers receive a high-quality and consistent experience
  • Support Payments & Fraud Team to grow customer deposits, whilst monitoring and minimizing levels of fraud

What You Will Need: 

  • 3+ years digital gaming or sports experience
  • Having specific experience of New Jersey gambling regulations, is a significant advantage
  • Conversant with campaign strategies to increase player spend, tenure and frequency
  • Experience supervising customer support teams
  • Outstanding people management skills
  • Excellent communication, presentation skills, and ability to influence at all levels
  • Highly motivated with the ability to work in a fast paced and dynamic environment
  • An extremely well-organized individual, able to prioritize, multi-task and deliver work to deadlines

William Hill provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, national origin, ancestry, sex, age, physical or mental disability, pregnancy, veteran or military status, genetic information, sexual orientation, gender identity or expression, marital status, civil union/domestic partnership status, familial status, domestic violence victim status, or any other legally recognized protected basis under federal, state or local laws. William Hill complies with applicable federal, state and local laws governing nondiscrimination in employment in every location in which the company has facilities.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.