Customer Operations Manager

I’m interested

Location

New Jersey

Job description

Customer Operations Manager

A number of states are regulating sports betting after the Supreme Court recently overturned a federal ban.  We're already the biggest sports betting operator in Nevada, but we need your help to make sure we build a premier digital experience in New Jersey and other states as we expand our operations across the country.


What you will do:

  • You will manage our Customer Support departments in two New Jersey locations:
  • Evaluate existing CS processes and continually optimize
  • Lead recruitment and training of the CS teams to ensure an efficient structure
  • Determine SLA targets and ensure appropriate KPI reporting to key stakeholders against these targets
  • Construct BI/data reporting for CS and summarize key contact themes, working with product, development, live support and promotion teams to reduce CS contacts and improve customer experience
  • Manage reporting required by state regulatory bodies and individual licensing of CS staff 
  • Handle customer queries escalated by CS agents and implement process improvements where required
  • Develop customer contact strategies with brand, CRM and operational teams to ensure exceptional communications and support for existing customers via multiple channels
  • Facilitate expansion of WH US Digital in multiple states by:
  • Working with Legal and Compliance teams to understand regulatory requirements in new states as they relate to Customer Support
  • Develop and execute a strategy for Customer Support to support business expansion
  • Role reports to the MD of Digital

What you will need:

  • Customer Support supervisory experience
  • Must be able to work independently with minimal supervision
  • Must be confident in one’s ability to assess situations and make informed decisions
  • Good interpersonal communication skills
  • Ability to manage relationships
  • Strong problem-solving skills
  • Ability to manage a diverse range of activities and effectively prioritize responsibilities
  • Ability to obtain and/or be eligible for work authorization
  • Ability to obtain appropriate personal license as required under gambling regulations 
  • Enthusiastic about Sports Betting, Hospitality or Gambling
  • Driven to deliver outstanding customer service
  • Confident in your leadership capabilities
  • An excellent communicator
  • Are a data driven decision maker

“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.”