On behalf of our client, who is looking for a Director of Customer Service to operate multi-jurisdictionally in sports betting and online casino. The ideal applicant will have operations leadership experience in digital sports betting and/or casino in a regulated environment. In addition, the candidate will have demonstrable experience developing and implementing operations strategies, processes, and structures.
Qualifications/Responsibilities:
Ability to apply a holistic/end-to-end approach to designing and managing customer service.
Bring on and build new customer service technology.
Hire and train a staff of Customer Service Managers and CS Representatives.
Create and shape customer service policies and programs.
Ideally, have broad knowledge and understanding of the sports betting and casino space.
Excellent understanding of product, marketing, compliance, customer care, and legal and its business implications.
Possess extensive experience gained in a managerial operations role(s) in a customer-facing business.
Must possess a consultative approach with strong interpersonal and communication skills.
Have a growth and experimental mindset; will have proven experience of driving growth.
Ability to present information to top management, public groups and/or our regulators.
The ability to read, analyze, and interpret sectoral journals, financial and statistical reports, and legal documents.
Proven people-development skills and an ability to motivate others.
Ability to write routine correspondence and to speak effectively to the public, employees, and customers.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Must have the ability to deal effectively and interact well with the customers and employees.
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
Requirements:
10 years of experience in operations management in a customer service environment.
5+ years in direct operations/customer service leadership.
Preferred experience in digital sports betting operations/product experience or relevant e-commerce industries.
Bachelor’s degree required with an emphasis on business, operations, and/or technical field.
