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Director, Risk and Payments Ops
This a Full Remote job, the offer is available from: Connecticut (USA), New Jersey (USA), New York (USA), Pennsylvania (USA)
Discover What’s Possible at BetMGM
Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.
As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include:
Medical, Dental, Vision, Life, and Disability Insurance
401(k) with company match
Pre-tax spending accounts including health care FSA and commuter savings
Flexible paid time off
Professional development reimbursement and ongoing skills training opportunities
Employee resource groups
Swag, ticket giveaways, and more!
At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.
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 as internally-generated workflows. Through effective leadership, the Director fosters a culture of collaboration, teamwork, and innovation that continually elevate the customer experience 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.
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 agents located across 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 risk regarding 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, Responsible Gambling, and Payments Operations including KYC processes and procedures while also partnering with internal stakeholders to continually optimize processes related to deposits, cash outs, chargebacks, payment disputes and recovery of funds.
Take an active role in BetMGM strategic projects by ensuring Risk, Fraud, Responsible Gambling, and Payment Operations requirements are contemplated
Manage the process of handling compliance issues by utilizing appropriate resources to investigate and resolve matters with minimal customer 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)
Must be or become licensed through the appropriate Gaming jurisdictions as a condition of hire and continued employment. Based on this role, you may also be required and be eligible to hold more advanced and comprehensive licenses.
7+ years leading medium-to-large contact centers (e.g. 300 seats or more)
5+ years working in a highly regulated industry with a strong preference for experience in the gaming/gambling industry
5+ years leading Risk, Fraud, and/or Payment Operations teams in a contact center or comparable production environment
Direct experience leading teams across multiple geographies
Advanced experience utilizing various tools and resources within Microsoft Office Suite
Experience leading 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
Compensation
The annual salary range for this position is $137,200.00 to $180,075.00. 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.
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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