Customer Operations Manager, Trainer

Caesars Entertainment • Jersey City, NJ

2d

About The Position

The Trainer Manager plays a pivotal strategic role in leading the CS learning and development function across our digital platforms, with a strong focus on designing, developing, and delivering comprehensive training programs that cater to various learning needs across the organization. This role is instrumental in enhancing agent productivity, customer satisfaction and operational efficiency, and requires a strong understanding of adult learning principles, training methodologies, and excellent communication skills. This position also serves as a critical partner to Customer Operations, Optimization, Self-Service, Knowledge Management and Quality Assurance Leadership — acting as the primary subject matter expert and planning for CS learning and development ecosystem needs and operational readiness

Requirements

• 5+ years of experience in training, learning & development, 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.
• Proven experience creating and managing training programs from the ground up.
• Proficiency with LMS platforms, e-learning tools (e.g., Articulate, Rise, Canva), and virtual delivery tools (Zoom, MS Teams, etc.).
• Exceptional facilitation, presentation, and communication skills.
• Strong knowledge of product, process, back-office tools, RG, AML, and KYC training standards and requirements.
• Proven success in cross-functional collaboration.
• Ability to manage multiple priorities under tight timelines while maintaining quality.
• Must be able to operate a computer or similar device for extended periods.
• Comfortable working in a fast-paced, high-growth, and evolving environment with cross-functional ambiguity.
• Customer-centric
• Analytical thinking
• Resilience, flexibility & agility
• Leadership & social influence
• Creative thinking
• Technological literacy
• AI & big data
• Curiosity & lifelong learning
• Talent management
• Motivation & self-awareness
• Empathy & active listening
• Systems thinking

Nice To Haves

• Bachelor’s degree in: Information Management, Communications, Business Operations, or related field.
• Experience in the iGaming, betting, fintech, or other high-compliance digital sectors.
• Certification in instructional design, adult learning, or L&D management is a plus.
• Experience working with BPO or outsourced teams is a plus.

Responsibilities

• Training Program Design & Delivery
• Own Training Portfolio Management
• Design and implement structured training programs for: Digital onboarding of new employees, New hire operational and tools training, Product and platform-specific training, SME (Subject Matter Expert) specialized training, Regular refresher courses, Mandatory Responsible Gaming (RG) and Anti-Money Laundering (AML) training
• Customize learning content to accommodate different roles, regions, and support channels (chat, email, voice).
• Design training programs using branding guidelines and a 20/20/60 training methodology (20% theory, 20% demonstration, 60% hands-on practice)
• Incorporate gamification elements to ensure training content is engaging, interactive, and aligned with adult learning principles and best practices.
• Roll out training programs for various audiences, including new hires, existing employees, and subject matter experts.
• Deliver training sessions in a clear, concise, and engaging manner.
• Learning Management & Documentation
• Develop and maintain all training documentation, learning paths, knowledge base materials, and SOPs.
• Utilize a Learning Management System (LMS) to track training progress, completion rates, certifications, and learning outcomes.
• Monitor and evaluate the effectiveness of training through assessments, feedback surveys, and performance metrics.
• Track and report on training metrics, including scores, attendance, and completion rates.
• Analyze training data to identify trends and areas for improvement.
• Provide feedback to Directors of Operations on training effectiveness and areas for improvement
• Cross-functional Collaboration
• Partner with Customer Operations, Optimization, Self-Service, Knowledge Management, Quality Assurance, Product, and Marketing teams to ensure timely training updates on new product launches, promotions, or policy changes and customer-facing teams are fully prepared ahead of major events (e.g., Super Bowl, March Madness, product releases, promotions launch, or policy changes).
• Provide support in scaling training delivery for internal teams and BPO partners.
• Maintain close alignment with Legal, Compliance, and Responsible Gaming teams to ensure full compliance with all industry and jurisdictional training requirements, especially around RG, AML, KYC, and player protection.
• Stay up to date with regulatory changes and integrate them into learning materials.
• Team Leadership
• Own the yearly team’s roadmap of initiatives, setting ambitious but achievable team goals aligned with company and department objectives.
• Define KPIs to track team success.
• Lead, coach, and empower the team, cultivating a high-performing, collaborative, and growth-oriented environment.
• Build a trainer certification framework to maintain consistency across facilitators and BPO vendors.
• Foster a culture of accountability, innovation, and continuous improvement.
• Act as a coach and learning advocate for continuous upskilling of team members and SMEs.
• Provide structured performance feedback, mentor team members and ensure professional development across all levels.
• Represent the team in leadership forums, workstreams, and planning meetings.

Benefits

• medical, vision, and dental insurance
• life insurance
• disability insurance
• a 401(k)-matching program
• employee benefits
• short-term or long-term incentive compensation, including, but not limited to, cash bonuses
• paid Personal Time Off
• paid company holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees