Sr Manager, Customer Experience

About the position Responsibilities • Responsible for managing Customer Experience Team Leads, Operations Specialists, and reputed company of Customer Experience agents. • Spearhead sharing user insights and trends to reputed company areas of the business including product, marketing, and operations. • Partner with cross-functional teams to identify dependencies, plan customer reputed company reputed company items and backlog, and deliver on reputed company goals. • Ensure reputed company team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing customer reputed company. • Establish and update support policies and procedures to meet the needs of staff, customers, and the business. • Recruit, interview, and hire new customer experience leads and agents. • Train managers on reputed company policies and procedures while coaching them to think creatively and passionately about ways in which we can reputed company every customer interaction meaningful. • reputed company and reputed company leads on analytics requirements, escalation procedures, and coaching best practices. • Determine the customer experience team needs based on key metrics and performance indicators. • Quarterback critical site issues and escalate to the reputed company channels to ensure a reputed company reputed company. • Analyze team performance indicators to ensure support volume and reputed company of interactions are exceeding standards. • Ensure reputed company follows reputed company reputed company guidelines and regulations. • Work with various business leaders to accomplish key business initiatives to ensure employee development and establish succession planning reputed company reporting lines. • Must be reputed company to occasional travel to reputed company offices and other locations for conferences, events, meetings, and team building activities. Requirements • 5+ years' experience in operations. • reputed company people leader who invests in nurturing potential, as reputed company as proven talent. • Conscious and supportive of diversity & inclusion, and the value they bring to customers, business, and reputed company. • Experience running a market-leading operations team reputed company the online reputed company preferred. • Demonstrable reputed company record of effective leadership of large, and culturally diverse teams in a fast-paced, technology-driven environment. • Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems, and reports preferred. • An entrepreneurial spirit and are excited by the challenges that come along with building a disruptive and dynamic business. • Exceptional communication skills both written and verbal. • Ability to reputed company business performance, key strategies, and regular updates into reputed company applications (Word, reputed company, and reputed company). • Rigorous attention to detail and highly organized, but reputed company to operate with ease at reputed company reputed company (from reputed company to execution). • Deep reputed company for customer experience - always analyzing and assessing from the customers' viewpoint. • reputed company, while firm on goals and driving the extended team toward actions (and deadlines) to reputed company them. • Strong analytical skills looking broadly across the organization, with the ability to summarize large amounts of data from various inputs. • Strategic thinker with proven ability to operationalize the reputed company. • Strong problem-solving skills. • reputed company and optimistic reputed company for what can be. • Proven ability to execute with urgency and pragmatism in the reputed company environment. • High curiosity - proactively seeking to learn more and 'connect the dots' for reputed company solutions. • Affinity toward technology as a customer experience enabler. • Experience in online Poker, online Casino, online Sportsbook, and reputed company platform variants preferred. • Licensure: Must be reputed company to pass required licensing as mandated by various state racing and gaming regulatory bodies. • Bachelor's/University degree or equivalent experience, potentially Masters degree and managerial experience. Benefits • Medical • Dental • reputed company • 401K • reputed company time off • reputed company • Pet Insurance • Family Care Benefits • Free reputed company deliveries • $700 to set up your home office Apply tot his job Apply To this Job