VIP Support Supervisor

The VIP Support Supervisor leads a team of highly skilled support professionals dedicated to delivering exceptional service and personalized experiences for Caesars most valued digital guests. This role is responsible for overseeing daily operations managing escalated guest concerns driving team performance fostering employee development and ensuring compliance with company policies and gaming regulations. The Supervisor partners cross-functionally with multiple business units to deliver seamless service while maintaining a culture of excellence accountability and guest satisfaction.

• Lead the day-to-day operations of the VIP Support team ensuring service levels quality standards and performance objectives are consistently achieved.
• Deliver exceptional support and resolution for complex guest escalations with professionalism empathy and urgency.
• Coach mentor and develop team members through ongoing feedback training and performance management.
• Foster a culture of accountability collaboration engagement and excellence within the department.
• Analyze operational metrics service trends and guest feedback to identify improvement opportunities and implement solutions.
• Monitor team productivity and service delivery to ensure optimal guest experiences across digital platforms.
• Collaborate with VIP Hosting Payments Promotions iCasino Compliance Trading Product IT Human Resources Talent Acquisition and other business partners to enhance service effectiveness.
• Communicate operational performance and actionable insights to Customer Operations leadership.
• Maintain appropriate staffing levels and schedule coverage to support business demands across various shifts.
• Ensure compliance with all applicable gaming regulations company policies certifications and training requirements.
• Manage special projects and initiatives that support departmental goals innovation and business growth.
• Serve as a role model for Caesars Mission Vision and Values while promoting a guest-first mindset.
• Serve as a professional role model and represent the company positively.
• Meet productivity efficiency and customer service performance goals.
• Handle customer transactions accurately efficiently and professionally.
• Protect customer privacy and confidential information in accordance with company standards.
• Maintain punctuality attendance adherence and appearance standards.
• Support special projects and perform additional duties as assigned by management.
• Comply with all company policies and applicable regulatory state and federal laws.

• Must be 21 years of age or older.
• Bachelors degree or equivalent combination of education and professional experience.
• Minimum of two (2) years of supervisory or leadership experience.
• Preferred experience in gaming hospitality sports betting iGaming customer operations or a related industry.
• Strong leadership communication coaching and interpersonal skills.
• Demonstrated ability to resolve complex customer issues and escalations.
• Strong analytical organizational and problem-solving abilities.
• Experience interpreting operational metrics and using data to drive performance improvements.
• Ability to effectively manage priorities in a fast-paced environment.
• Demonstrated commitment to integrity compliance and regulatory requirements.
• Must be eligible to obtain and maintain all required gaming licenses.

ADDITIONAL REQUIREMENTS

• Must be available to work nights weekends holidays and varying shifts as business needs require.
• Ability to lead and motivate teams while managing multiple priorities.
• Proficiency in Microsoft Office applications.
• Strong written and verbal communication skills.
• Ability to work collaboratively across multiple departments and business units.
• Adaptable and capable of managing changing business needs and operational priorities.