Director, Risk and Payments Operations

About the Role

The Director defines and drives the overall strategy and vision for the Risk, Fraud, Responsible Gambling,and Payments Operations teams who primarily work in a contact center environment handling both inbound live customer contacts as well asinternally-generatedworkflows. Through effective leadership, the Director fosters a culture of collaboration, teamwork, and innovation that continually elevate thecustomerexperience in 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 customer centric interactions that exceed expectations.

WhatYou’llDo (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 agentslocatedacross the U.S. and internationally

• Define a holistic Risk, Fraud,Responsible Gambling,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, Responsible Gambling,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 riskregardingnew bonus campaigns and providing Risk knowledge and support to the Marketing Operations teams

• Using defined KPIs and troves of Company and Player information, make >

  Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.
  
  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 BetMGM's responsible gambling policies, procedures, and initiatives.

  About BetMGM
  
  BetMGM is 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 Casino, 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.

  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.
  
  If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

  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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