BetJACK Ops and Customer Support Mgr

JACK Entertainment•Cleveland, OH

About The Position

Essential Functions: Lead, develop and manage a team of sportsbook and customer service professionals in line with the betJACK culture Ensure strict compliance of all OCCC regulations and federal IRS requirements Point of Contact for all customer service escalations Subject matter expert of the betJACK Sportsbook app user interface and capabilities. Liaise with the Trading team to ensure quality assurance on sportsbook offering Properly staff and schedule the Customer Support team as required by business demands Develop service procedures, policies and standards and guide the team in taking ownership of customers issues and effective customer issues resolution Create and maintain training standards and materials Interview, hire and train new customer service team members Establish performance metrics benchmarks and reporting mechanisms for the customer service team Develop a strong internal network for collaboration and knowledge transfer within the team and other teams within the company Demonstrate outstanding service practices by fostering a fun and friendly work environment and anticipating customer and coworker needs Support the product team to develop joint strategies, processes and listening points along the customer journey, and identify opportunities to improve the coherence of messages across channels Keep ahead of sports betting industry trends, challenge the status quo, and apply best practices or new ideas to areas of improvement Assist in execution of social media initiatives for betJACK, including Twitter, Instagram, Facebook, Threads, YouTube, and Snapchat, ensuring alignment with the brand image Create organic and engaging social media content, including graphics, videos, and written posts Assist in the execution and management of the daily social media workflow, ensuring that all posts are timely and aligned with our marketing and event calendar. Participate in development of the promotional strategy, calendar, and roadmap From time to time, assist in accurate execution of digital marketing campaigns by reviewing and verifying all player data Collaborate with marketing operations team to build and QA UXs for end users to ensure precision and functionality in all digital marketing campaigns as necessary. Effectively engage and retain users through push notification management by strategizing, executing, tracking, and refining Participate in the planning and execution of on-site events to enhance brand visibility. Responsible for escalating any issues and potential problems to the betJACK Director of Sportsbook Marketing and Trading so that necessary corrective action can be taken Performs additional duties as assigned. Knowledge, Skills & Abilities: Excellent leadership skills with the ability to motivate, lead and develop the team Proven track record of success in managing a team in gaming, sports wagering, or relevant industries. Must possess knowledge of sports betting markets, products and customer. Action-orientated an innovative with the ability to translate broad goals into achievable action items. Goal-driven with strong problem solving and organizational skills. Natural desire to question, re-think and optimize customer service processes to meet the needs of the customer. Must demonstrate a strong understanding of social media trends and best practices. Proficient in managing and maintaining various social media platforms with the ability to create engaging social media copy with minimal guidance. Excellent organizational skills to coordinate daily workflow Understanding of basic finance and accounting principles Strong analytical skills Understanding of promotional mechanics. High attention to detail. Strong communication and teamwork skills to collaborate effectively with colleagues and cross-functional teams. Creative problem-solving skills to address challenges that may arise. Must be available to work nights and weekends. Flexibility to adapt and take on additional responsibilities as assigned. Education and Experience: Bachelor’s degree preferred Minimum 2 years’ experience in casino operations/sportsbook. At least 21 years of age. Required Certification/License: Must be able to obtain, and maintain an Ohio Casino Control Commission Employee Gaming License.

Requirements

Excellent leadership skills with the ability to motivate, lead and develop the team
Proven track record of success in managing a team in gaming, sports wagering, or relevant industries.
Must possess knowledge of sports betting markets, products and customer.
Action-orientated an innovative with the ability to translate broad goals into achievable action items.
Goal-driven with strong problem solving and organizational skills.
Natural desire to question, re-think and optimize customer service processes to meet the needs of the customer.
Must demonstrate a strong understanding of social media trends and best practices.
Proficient in managing and maintaining various social media platforms with the ability to create engaging social media copy with minimal guidance.
Excellent organizational skills to coordinate daily workflow
Understanding of basic finance and accounting principles
Strong analytical skills
Understanding of promotional mechanics.
High attention to detail.
Strong communication and teamwork skills to collaborate effectively with colleagues and cross-functional teams.
Creative problem-solving skills to address challenges that may arise.
Must be available to work nights and weekends.
Flexibility to adapt and take on additional responsibilities as assigned.
Minimum 2 years’ experience in casino operations/sportsbook.
At least 21 years of age.
Must be able to obtain, and maintain an Ohio Casino Control Commission Employee Gaming License.

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Lead, develop and manage a team of sportsbook and customer service professionals in line with the betJACK culture
Ensure strict compliance of all OCCC regulations and federal IRS requirements
Point of Contact for all customer service escalations
Subject matter expert of the betJACK Sportsbook app user interface and capabilities.
Liaise with the Trading team to ensure quality assurance on sportsbook offering
Properly staff and schedule the Customer Support team as required by business demands
Develop service procedures, policies and standards and guide the team in taking ownership of customers issues and effective customer issues resolution
Create and maintain training standards and materials
Interview, hire and train new customer service team members
Establish performance metrics benchmarks and reporting mechanisms for the customer service team
Develop a strong internal network for collaboration and knowledge transfer within the team and other teams within the company
Demonstrate outstanding service practices by fostering a fun and friendly work environment and anticipating customer and coworker needs
Support the product team to develop joint strategies, processes and listening points along the customer journey, and identify opportunities to improve the coherence of messages across channels
Keep ahead of sports betting industry trends, challenge the status quo, and apply best practices or new ideas to areas of improvement
Assist in execution of social media initiatives for betJACK, including Twitter, Instagram, Facebook, Threads, YouTube, and Snapchat, ensuring alignment with the brand image
Create organic and engaging social media content, including graphics, videos, and written posts
Assist in the execution and management of the daily social media workflow, ensuring that all posts are timely and aligned with our marketing and event calendar.
Participate in development of the promotional strategy, calendar, and roadmap
From time to time, assist in accurate execution of digital marketing campaigns by reviewing and verifying all player data
Collaborate with marketing operations team to build and QA UXs for end users to ensure precision and functionality in all digital marketing campaigns as necessary.
Effectively engage and retain users through push notification management by strategizing, executing, tracking, and refining
Participate in the planning and execution of on-site events to enhance brand visibility.
Responsible for escalating any issues and potential problems to the betJACK Director of Sportsbook Marketing and Trading so that necessary corrective action can be taken
Performs additional duties as assigned.