Customer Operations Manager

The Self-Service Customer Operations Manager plays a pivotal strategic role in leading the design and optimization of self-service experiences across our digital platforms with a strong focus onjourney mappingandchatbot interaction design. This role is instrumental in enhancing customer satisfaction and operational efficiency by delivering intuitive seamless and data-informed self-service solutions for our players.

As a key member of the Digital Customer Operations team the role will work cross-functionally with Product UX/UI Customer Operations Knowledge Management and Optimization teams to understand player behaviors pain points and opportunities for automationparticularly within our chatbot and help center ecosystems.

Customer Journey Mapping & Optimization

• Test key player journeys (across all brands and states) - Identify and documentall customer touchpointsof the unhappy paths (registration and account management promotions and bonus wagering deposit and withdrawal sports and casino game play rewards program etc.)

• Conduct end-to-end customer journey mapping to identify friction points that drive contacts and self-service opportunities.

• Translate journey insights into actionable recommendations for:

  • Product verticals:to improve in-app error messages and content features and CTAs UX flows and platform design and ensure lower propensity to contacts and decrease of CS contact volumes.

  • Chatbot enhancements:ensure our bots mirror optimized journeys deflect repetitive contacts and provide accurate next-best action.

  • Process optimization:align with Operations and Knowledge Management teams to close gaps in workflows and escalation paths.

  • Data insights optimization:Contribute toConversational Analytics (case categorization)matrix optimization based on journeys touch points and contact drivers.

• Continuously validate journey maps against live data and update as new features/flows roll out.

External Knowledgebase and Chatbot Strategy & Design

• Own the strategy design and continuous optimization of chatbot journeys across platforms.

• Design test and optimizeconversational flows(e.g. account management deposits failed withdrawals bets settlement bonus journeys W-2G responsible gaming etc.) to ensure deflection of volumes. Define escalation logic to ensure warm handoffs to live agents when required.

• Overseecustomer-facing content governance ensuring knowledge articles FAQs and intent training data are accurate current and localized and integrated with chatbot experiences.

• Ensure chatbot scripts align with brand tone consistent voice regulatory requirements and compliance standards (e.g. responsible gambling age verification KYC).

• Partner with Product & Tech to ensure back-office tools/API integrations support seamless bot-to-agent and bot-to-tool handoffs.

• Work with Optimization Manager to structure intents conversation flows escalation paths and fallback strategies.

• Manage NLP Model (Natural Language Processing) performance train and optimize the bots intent recognition entity extraction and multi-intent handling; continuously monitor and retrain models to reduce confused interactions and improve automation accuracy mapping unrecognized intents reducing confused rates.

• Identify new automation opportunities to improve customer support while reducing contact volume to live agents.

• Own thechatbot roadmap and performance KPIs(True Containment rate Deflection impact Confused Bot rate Transfer to Agent rate automation success) document trends in failed/deflected contacts and identify areas of improvement.

Cross-functional Collaboration

• Partner with Customer Operations Product and Marketing teams to align on the activation of new product features promotions and campaigns requiring chatbot or self-service updates.

• Lead workshops with stakeholders to ideate and co-create new self-service experiences based on contact drivers trends and sport events calendar.

• Maintain close alignment with Legal Compliance and Responsible Gaming teams to ensure all journeys are fully compliant.

Team Leadership

• Own the yearly teams 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.

• Foster a culture of accountability innovation and continuous improvement.

• Provide structured performance feedback mentor team members and ensure professional development across all levels.

• Represent the team in leadership forums workstreams and planning meetings.

Required:

• 5 years of experience in digital CX self-service chatbot design or journey mapping 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.

• Extensive Product knowledgeacross sports casino payments promotions RG compliance understanding of digital casino and sports betting customer behaviors terminology and compliance landscape and competitor markets.

• Content & Knowledge Management:strong command of FAQs help centers agent scripts and structured content frameworks.

• Technical/Backend awareness:APIs integrations tools bot frameworks backend system limitations.

• Data & Analytics skills:able to interpret BI dashboards measure bot metrics analyze contact drivers and build business cases with data.

• Process Re-engineering:ability to simplify complex workflows identify redundancies and redesign broken processes.

• CX/UX Design Thinking:journey mapping persona definition empathy mapping customer experience with tools like Miro Figma Lucid chart or Smaply for journey mapping designs.

• Vendor/Platform Management:experience working with chatbot vendors omnichannel platforms or RFP processes.

• Strong Communication:ability to influence stakeholders across Product Operations Tech and Exec success in cross-functional collaboration.

• Ability to manage multiple priorities under tight timelines while maintaining quality.

• Bachelors degree in: Information Management Communications Business Operations or related field.

• Experience in the iGaming betting fintech or other high-compliance digital sectors.

• Hands-on experience with chatbot platforms (e.g. Ada LivePerson Zendesk/SunCo Chat Sprinklr or Dialogflow).

Preferred:

Essential Requirements

• 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.

Skills:

• 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

The salary range for this position is $83702.00 - $136786.00 USD which is dependent on a several factors including relevant experience geography business needs and market demand. This role may offer the following benefits: medical vision and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation including but not limited to cash bonuses. This role includes paid Personal Time Off and paid company holidays.