About Us
We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM 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 Glassdoor’s “Best Places to Work”.
The Director defines and drives the overall strategy and vision for the Risk, Fraud and PaymentsOperations teams who primarily work in a contact center environment handling both inbound live customer contacts as well as internally-generated workflows. Through effective leadership, the Director fosters a culture of collaboration, teamwork, and innovation that continually elevate the customer experiencein alignment with his/her vision. This multi-national team triages responsible gaming concerns, resolves payment inquiries, reviews cases related to Know Your Customer (KYC), Source of Funds (SOF), Anti-Money Laundering (AML) and Responsible Gaming (RG) concerns,as well as other functions that protect both our Players and our company. Our Risk, Fraud and Payment Operations teams protect our customers by verifying identity, ensure deposits and withdrawals are safe, fast, efficient, and cost-effective while simultaneously securing player accounts and, in partnership with several stakeholders, make BetMGM a place to game responsibly.This role proactively works with individuals across the organization to influence process and policy decisions,advocate for the needs of their team, and drive customercentricinteractions that exceed expectations.
What You’ll Do (Key Responsibilities):
Craft and execute a comprehensive plan that ensures continuous, uninterrupted contact center operations for all our Risk, Fraud, and Payment teams
Directly manage exempt and non-exempt staff who oversee several hundred contact center agentslocated across the U.S. and internationally
Define a holistic Risk, Fraud,and Payment Operations strategy with a view toward enterprise systems/structures, handling protocols, required tooling, and rules of engagement between/across organizational teams that aligns to your vision for the player experience for this group
Lead the Risk, Fraud and Payment Operations teams who provide a critical service to our Players and our Company. This includes manager-level direct reports as well as several hundred indirect reports in multiple international geographies.
Partner with key stakeholders including Customer Care, Workforce Management, QA, Training, Product, Compliance, Legal, and others to formulate strategic and tactical plans for the Risk and Payments Operations group
Define and manage to KPIs that assess operational and performance excellence for your teams
Create and manage processes and procedures around accesses on BetMGM platform and safeguard controls around the network
Partner with functions to assess riskregarding new bonus campaigns and providing Risk knowledge and support to the Marketing Operations teams
Using defined KPIs and troves of Company and Player information, make data-driven decisions to lead your business and drive operational efficiency
Ensure compliance with various regulatory requirements, including internal & external reporting, account risk and fraud reviews, responding to regulator and patron complaints before deadline, etc.
Build reporting, dashboards, and conduct data analyses as needed by the business
Manage Risk, Fraud, and Payments Operations including KYC processes and procedureswhile also partnering with internal stakeholders to continually optimize processes related to deposits, cashouts, chargebacks, payment disputes and recovery of funds.
Take an active role in BetMGM strategic projectsby ensuring Risk, Fraud, and Payment Operations requirements are contemplated
Manage the process of handling compliance issues by utilizingappropriate resourcesto investigate and resolvematters with minimalcustomer friction
Minimize potential business losses by challenging disputed transactions (e.g.liaising with the relevant Banks/Payment methods) and improving internal controls where needed
Guide your teams in best practices related to tracking, adapting to, intercepting, and acting upon suspicious and/or suspected fraudulent account activity
Provide Responsible Gaming reviews of customer accounts and ensure operational teams and the business are protected
What You Bring to the Table (Qualifications)
7+ years managing medium-to-large contact centers (e.g. 300 seats or more)
5+ years leading Risk, Fraud, and/or PaymentOperations teamsin a contact center or comparable production environment
At least 5 years working in a regulated industry with a strong preference for experience in the gaming/gambling industry
Direct experience managing teams across multiple geographies
Experience managing blended direct and outsourced teams to achieve results
Practical experience with various online marketing incentives
Knowledge and experience of AML, KYC, and SOF best practices
Leadership skills, proven experience of managing teams
Who You Are (Essential Requirements)
Be a culture-builder, leveraging the organization’s passion for serving our players and Team Members across regulated jurisdictions
Influencing skills are essential. BetMGM is not a command-and-control environment
An exceptional leader experienced in coaching and developing talent. Able to set a vision and motivate a team to reach a goal while creating a fun and productive culture
We continue to innovate and may not have all the systems and tools and people in place. A successful candidate will be comfortable with that level of ambiguity and thrive on the challenge of defining the tools we still need while driving the business forward as we build underlying capabilities.
We value transparency. There is no “me” culture. Communication and collaboration across the entire team will lead to greater individual and collective success
Must be or become licensed through the appropriate Gaming Commission as a condition of hire and continued employment. Based on this role, you may also be requiredand be eligible to hold more advanced and comprehensive licenses.
About Our Culture
Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s 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! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.
- Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
- Do What’s 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, we’re 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!
Gaming Compliance
Candidate must comply with and support the company’s responsible gambling policies, procedures and initiatives.
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.
BetMGM LLC is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.
If you need assistance or accommodation with your application due to a disability, you may contact us at [email protected].
The annual salary range for this position is $137,200 to $180,075. 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 company's responsible gambling policies, procedures and initiatives.
About Our Culture
Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s 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! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.
Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.
Do What’s 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, we’re 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 we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.
If you need assistance or accommodation with your application due to a disability, you may contact us at [email protected].
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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