We are BetMGM. We are revolutionizing sports betting and online gaming in the United States and Canada. 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”.
About The Role
Reporting to the Senior Director of BI/Analytics, the Manager of Compliance / Customer Service Analytics is a leadership position within the BI and Analytics team. This role is responsible for managing relationships with key stakeholders in compliance and customer service leadership and influencing C-Suite executives. The Manager will shape and advise on the most appropriate internal analytics to support customer service initiatives.
The role oversees a small team. The Manager will also build strong working relationships with other departments within the BI and Analytics team to support customer service solutions.
As part of the BI and Analytics team, you will adhere to the following philosophy:
We are catalysts for change within BetMGM.
We are consistently curious in exploring new technology, ideas, and frameworks.
We change minds (at BetMGM) with data, analytics, and insight, including our own; we are humble when we're wrong.
We challenge others to support their assertions with data.
Collectively, we endeavor to become experts in all domains across BetMGM.
We strive to be seen as a trustworthy and credible source of insight.
We approach our daily work with fun and passion.
Responsibilities
Compliance Analytics:
Own and develop analytics and reports for compliance to satisfy regulatory requirements and internal policies.
Develop dashboards to track compliance metrics and identify trends.
Work with compliance to team to gather and instrument all case data needed into data warehouse
Own and develop analytics and reports for compliance to satisfy AML requirements and internal policies.
Own and develop predictive models and analytics in partnership with responsible gaming department
Customer Service Analytics
Lead a team of analysts in collecting, cleaning, and analyzing customer service data from various sources, including Zendesk ticketing systems, chatbot interactions, and other data sources
Identify key metrics and KPIs (Key Performance Indicators) to measure the effectiveness of customer service operations, with a specific focus on AI-powered solutions like chatbots.
Develop and implement data-driven strategies to improve customer satisfaction, resolution rates, and first contact resolution. Analyze customer chats to identify trends and root causes of customer issues.
Manage and maintain customer service data infrastructure and tools, ensuring seamless integration with Zendesk and potential AI chatbot platforms
Team Leadership
Manage, mentor, and develop a team of analysts dedicated to compliance and customer service businesses.
Set clear objectives and performance goals, providing regular feedback and coaching.
Collaborate with other departments within the BI and Analytics team to leverage resources and expertise.
Advocate for additional resources as necessary.
Stakeholder Management
Develop and maintain strong relationships with senior stakeholders, including the Chief Compliance Officer, Directors of Compliance and RG, Chief Customer Experience Officer, Director of Customer Operational Intelligence.
Prioritize and manage analytics deliverables to meet the needs of Compliance and Customer Service teams.
Communicate project status, insights, and recommendations to senior executives and stakeholders.
Data Management
Oversee data preparation, including defining, transforming, and structuring data for analysis.
Work to ingest data from third party vendors to support the business
Ensure accurate data collection and tagging in collaboration with product teams.
Maintain high standards of data integrity and quality.
Insight Communication
Simplify complex analytical concepts for senior executives and stakeholders.
Create and deliver compelling presentations and reports.
Develop real-time dashboards and reporting tools.
Analytical Innovation
Use advanced analytical techniques and tools (e.g., SQL, R, Python) to uncover insights and optimize processes.
Build out new apps using snowflake and streamlit technology
Explore new methodologies and technologies to enhance analytical capabilities.
Essential Functions
Must be able to stand or sit and operate computers and other technological devices for extended periods of time
Qualifications
Python or R Trained.
Bachelor’s degree in Computer Science, Statistics, Mathematics, Economics, or related field. Master’s degree preferred.
5+ years of experience in analytics, with 2+ years in a management or leadership role.
Experience leading and developing a team of analysts, with a track record of driving performance and fostering a culture of collaboration and innovation.
Proficiency in SQL for data extraction and analysis.
Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
Experience working in a regulatory environment with strict deadlines is a plus.
Excellent communication and presentation skills with the ability to convey complex ideas to non-technical stakeholders.
Knowledge of programming languages such as Python or R is a plus
Some knowledge of reporting tools, Tableau / MicroStrategy / Power BI or similar
Advanced use of Microsoft Office especially Excel and Powerpoint
Curious in nature
Good verbal reasoning skills
Articulate and confident when presenting the output of your work
Highly data and statistical driven
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 recruitment@betmgm.com.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Research, Analyst, and Information Technology
Industries
Gambling Facilities and Casinos
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