Resorts Casino Hotel

DIR OPS & CUSTOMER EXPERIENCE

ID
2023-4022
Job Locations
USA-NJ-Atlantic City
Category
Digital Gaming
Position Type
Full Time

Responsibilities

  • Ensures a positive, seamless customer experience across all verticals of the business: product, marketing, communications, promotions, compliance, payments, and customer support.
  • Collaborates across product, marketing, compliance & support/payments for frictionless onboarding and consumption of products, ensuring the best user journey, communications and product based on customer feedback.
  • Responsible for the overall customer support experience.
  • Directs and manages the customer support team, creating processes for actionable feedback and optimal revenue generation from CS contacts.
  • Manages day to day operational activities for the Sports Betting product including content management, liability management, bonusing and promotional offerings.
  • Supports the CRM team in devising and implementing innovative promotions and offers to maximize revenues from Sports Book & Fantasy Sports.
  • Develops Sports operational team as required.
  • Identifies areas of upsell and cross sell in customer support contacts.
  • Ongoing testing and feedback for improvement across all departments
  • Provides constructive feedback of marketing campaigns & product usability. Contributing usable solutions, prioritizing developments, and monitoring these projects that impact customers.  Translating customer feedback/insights into actionable improvements, procedures, and processes
  • Creates exceptional experiences for new and existing users by identifying and understanding user behavior. Understanding and eliminating pain points.
  • Communicates customer service results across teams. Prioritizes feedback into quick wins, losses, long term goals for growth.
  • Reviews competition for improvement.
  • Develops scheduled research for customer feedback (segmenting at random, inactive, active users, high margin/low margin users).
  • Tests new feature functionalities with segmented users for feedback.
  • Strategizes, prioritizes, and tracks customer impacted tickets across departments. Researching and gathering requirements for feedback to cross functional teams.
  • Promotes positive public relations.
  • Performs other duties as assigned.

Qualifications

  • College Degree or equivalent, preferred.
  • Excellent command of the English language, both written and verbal.
  • Advanced proficiency in Microsoft Office and/or Google Suite products.
  • Minimum of 7 years’ experience operational departments of an online gaming business.
  • Minimum of 3 years’ experience in a leadership role.
  • Strong communication and leadership skills.
  • Scheduling flexibility a must, to include nights, weekends, holidays, and as needed to accommodate the 24-7 operation.
  • Must have or be able to obtain a Casino Employee Registration from the New Jersey Division of Gaming Enforcement. May be required to obtain additional state licenses, in the future.

 

*Resorts is an equal opportunity employer.

 

 

Essential Functions

** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

 

ESSENTIAL PHYSICAL FUNCTIONS

 

(O) Standing

(O) Walking

(F) Sitting

(N) Kneeling

(N) Running

(O) Lifting                                                                              Max Weight:  15 lbs 

(N) Pushing                                                                           Max Weight:   n/a

(N) Pulling                                                                             Max Weight:   n/a

(N) Carrying                                                                          Max Weight:   n/a

(O) Bending

(N) Stooping

(O) Climbing Stairs

(N) Climbing Ladders                                                           Max Height:   n/a

(N) Working at a Height Level Above The Floor                   Max Height:   n/a  

(O) Finger Dexterity

(C) Full Use of Both Hands

(N) Crawling

(N) Balancing

(N) Throwing

(N) Twisting

(N) Reaching                                                                         Max Height: n/a

(N) Driving

(N) Working On or With Moving Machinery

(N) Working at Rapid Work Speed

(O) Working in Isolation

(O) Working Around People

(O) Hearing Conversation

(N) Hearing High Acuity

(F) Speaking Clearly

(F) Seeing Near

(O) Seeing Far

(F) Seeing – Depth Perception

(O) Seeing - Color Vision

 

ESSENTIAL MENTAL FUNCTIONS

(C) Writing English

(C) Reading English

(C) Speaking English

(F) Working under Pressure/Stress

(N) Speaking With Guests/Customers

(C) Speaking With Employees

(C) Working with Basic Math Skills

(F) Making Decisions Based On Facts

(F) Making Decisions Based On Data

(O) Making Decisions Based On Personal Judgment

(F) Making Accurate Measurements According To Set Standards

(C) Planning and/or Supervising the Activities Others

 

ESSENTIAL INTERACTIVE FUNCTIONS

(O) Working under Close Supervision

(F) Working under Minimal Supervision

(C) Working and Interacting With Management in a Professional and Courteous Manner

(C) Working and Interacting With Co-Workers in a Professional and Courteous Manner

(N) Working and Interacting With Guests in a Professional and Courteous Manner

 

ESSENTIAL ENVIRONMENT FUNCTIONS

(C) Working Inside

(N) Working Outside

(O) Working in a Fast-Paced Environment

(N) Exposed To Chemicals Describe:

(N) Exposed To Dust, Fumes, Gases, Describe:

(N) Exposed To Smoke

(N) Exposed To Excessive Noise

(N) Working in Dimly Lit Areas

(N)  Working in Sudden Marked Changes of Temperature and Humidity

 

Other Describe: 

 

Key

Not Applicable          (N)

Occasional                (O) Under 2 hours

Frequent                    (F) 2 hours to 5 hours

Constant                    (C) more than 5 hours

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