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SalaryDirector, Retail Operations & Process
Remote with travel to various retail locations
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”.
About the Role
We are seeking a highly skilled and motivated individual to fill the position of Director, Retail Operations & Process with a specific focus on advocating for and actively participating in the improvement of physical retail sportsbook systems processes. This role is crucial in ensuring a seamless integration of technology within our physical retail spaces, aligning consistently with the overall business strategy, including payments, offerings, and user experiences by combining customer & sportsbook team feedback with business requirements. The successful candidate will play a pivotal role in developing and maintaining a retail reporting (scorecard), as well as establishing clear documentation on processes to drive consistency across our properties This role involves meticulous vision & planning, strategic thinking, and highly effective collaboration with key partners within Sportsbooks, Product, Tech, Security & Surveillance, business Intelligence and Finance to drive seamless customer experience.
Responsibilities:
Responsibilities:
- Must be able to stand or sit and operate computers and other technological devices for extended periods of time.
- Act as a passionate advocate for advancing physical retail sportsbook customer journey through technology, ensuring alignment with the broader business objectives.
- Collaborate closely with technology and product teams to represent the needs and perspectives of Retail Operations in the development and implementation of new technologies.
- Spearhead the development and execution of strategies to enhance Retail Operations processes, with a particular focus on technological advancements.
- Identify and implement best practices to optimize operational efficiency for sportsbook teams, customer experience, and business performance.
- Build and foster strong relationships with cross-functional teams, serving as a bridge between Retail Operations and other business units.
- Work collaboratively with internal stakeholders to integrate physical retail technology seamlessly with payment systems, product offerings, and other business functions.
- Oversee all aspects of technology and product transitions, including scheduling, training materials, and roll-out plans.
- Collaborate with relevant teams to ensure a smooth transition during the introduction of new products and technologies or updates to existing systems.
- Develop and maintain comprehensive documentation for all Retail Operations processes related to product & technology, ensuring clarity and consistency across all properties.
- Create and deliver training programs to educate retail staff on new technologies, processes, and any associated changes.
- Lead the development and implementation of retail reporting (scorecard) to measure and track the performance of physical Retail Operations.
- Utilize key performance indicators (KPIs) to assess the effectiveness of technology implementations and identify areas for improvement.
- Establish and enforce standards to drive consistency in retail technology experiences across all properties.
- Conduct regular audits to ensure compliance with established standards and guidelines.
Essential Functions
- Must be able to stand or sit and operate computers and other technological devices for extended periods of time
Qualifications:
- Proven experience in Retail Operations with a focus on product & technology integration.
- Strong project management skills, with the ability to lead and execute complex initiatives.
- Excellent communication and interpersonal skills to collaborate effectively with diverse teams.
- Strategic thinker with the ability to align product & technology solutions with business goals.
- Experience in developing and implementing training programs is preferred.
- Ability to work and thrive in a fast-paced environment while managing multiple priorities and stakeholders.
- Ability to travel as needed to support the business needs.
- Familiarity with the sports betting industry is an advantage.
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:
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.
Benefits
Commuter assistance, Health insurance, Dental insurance, Paid time off, Vision insurance, Life insurance
