Retail Operations Shift Manager
Retail Operations Shift Manager
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Job Description
About Us
We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizationsMGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook Borgata online Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.
We understand that each card in the deck plays a unique role in any given hand just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued heard and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly take responsibility when we get it wrong and ante-up again. We play to win and we are all-in together.
We were recognized as one of Glassdoors Best Places to Work.
Location
Cincinnati OH (Fully Onsite)
About the Role
We aim to be the number one sports betting and online gaming company in the United States and as an early employee youll not only impact the companys success through your own work but youll have the opportunity to contribute across departments shaping the future of the company. You would be working with a team of experienced professionals analyzing customer accounts for all verticals and mitigating risk and fraud while leading teams and elevating the customer experience.
Responsibilities
Oversee all Sportsbook operations and Writer activity on a shift-by-shift basis ensuring active customer engagement representative of the brand
Ensure opening and closing procedures are completed including but not limited to cash transactions safe verification and retention
Monitor and make recommendations on Sports Book risk and liability leading up to and during sporting events
Collaborate with Cage Management Team and Workforce Management to ensure proper scheduling and labor levels
Coach and develop team member knowledge and competence
Ensure employees on shift adhere to established internal policies and procedures including compliance and any applicable jurisdictional regulations and laws
Ensure compliance with currency transaction requirements Title 31 AML and Suspicious Activity Reporting for Casinos (SARC)
Ensure all customer-facing touchpoints are in order including kiosks AV data walls odd sheets seating queuing and signage
Lead by example by demonstrating and executing BetMGM standards with customers and team members
Assist customers with all digital related app wagering items including but not limited to deposits withdrawals registrations and customer service escalations
Explain betting lines and odds to customers
Monitor and address employee and guest concerns and issues
Approve over-the-limit wagers for the property and complimentary items for guests
Escalate any issues to proper stakeholders including but not limited to Trading Customer Service and Human Resources
Perform all duties deemed necessary for the success of the department
Essential Functions
Knowledge of sports wagering systems sports markets and odds
Must be able to stand walk bend reach lift to 10 pounds without assistance and operate computers and other technological devices for extended periods of time
Must be able to promote a safe and healthy work environment to improve profitability morale and reduce absenteeism
Must be able to clearly understand and deliver messages essential to profitability cooperation and team building
Must be able to create and maintain a customer service environment which focuses on attracting and retaining customers creating positive experiences and solidifying our brand
Must have the ability to adjust to and embrace change while working in a fast-paced and constantly evolving environment
Must have the ability to listen to and understand other peoples needs through interpersonal skills focused on teamwork and leadership
Qualifications
Minimum one (1) years experience in race/sports betting gaming leadership or related field
Exceptional written and verbal communication skills
Working knowledge of Race and Sports
Excellent customer service skills
Ability to gain and maintain a Gaming License through the proper regulatory body
Compensation
The hourly salary range for this position is $27.88 - $36.60. Factors which may affect starting pay within this range may include geography/market skills education experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.
Gaming Compliance & Licensing Requirements
As an online gaming company BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records financial history and personal background verification.
In addition candidates must comply with and support the companys responsible gambling policies procedures and initiatives.
About Our Culture
Building BetMGM from the ground up takes effort energy and teamwork but thats what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:
Believe in Your Game Take your shot! Theres a freedom to explore ideas usually only start-ups are lucky enough to experience.
Backed by the Best - With our expertisemerged with that of our world-class investorswe have the opportunity to take this business and ourselves farther than anyone has ever imagined.
Do Whats Right - We operate with clarity and simplicity always doing the right thing by our customers and each other standing shoulder to shoulder every day.
Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.
What We Offer
As a valued employee were committed to giving you the resources and support you need. We offer Medical Dental Vision Life Insurance Commuter Benefits Paid Time Off Holidays Employee Resource Groups and more!
Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.
BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals regardless of race religion gender gender identity age marital status national origin sexual orientation citizenship status veteran status disability or any other legally protected status. As an organization we are unwavering in our commitment to maintaining a discrimination-free work environment and fostering a culture of inclusivity belonging and equal opportunity for all employees and applicants.
We understand that each card in the deck plays a unique role in any given hand just as our employees each play a unique role in accomplishing our company goals. So we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM we play to win and we are all in together. If your experience looks a little different from what weve identified and you think youve got what it takes wed love to learn more about you.
If you need assistance or accommodation with your application due to a disability you may contact us at
This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.
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Required Experience:
Manager
Employment Type
Full-Time
