iGaming Operations Manager at Resorts World NYC

The iGaming Operations Manager will be responsible for overseeing daily operational processes coordinating with cross-functional teams and ensuring that all customer-facing and back-end functions run smoothly and in compliance with regulatory and company standards.Operational ManagementOversee day-to-day operations of RW BETs online casino platform ensuring seamless customer experiences across all support channels.Lead Supervisors and Support Agents in delivering excellent service while maintaining KPIs and service-level agreements.Own the escalation framework to ensure efficient handling of complex or sensitive player cases.Manage workflows for payments including deposits withdrawals and refunds ensuring smooth processing and regulatory compliance.Ensure fraud prevention and risk management practices are consistently applied including monitoring reporting and escalation protocols.Analyze operational and team performance metrics to identify trends gaps and opportunities for continuous improvement.Collaborate with compliance payments risk technology and marketing stakeholders to align operational procedures and drive efficiency.Partner with the Director of iGaming on strategic initiatives regulatory reporting and long-term operational planning.Foster a culture of proactive support innovation and accountability that reflects RW BETs brand as a leader in customer experience.Training & Quality AssuranceDevelop and refine training programs onboarding processes and quality assurance standards to equip staff and maintain service excellence.Conduct regular reviews of team performance providing coaching mentorship and corrective actions as needed.Workforce ManagementDrive workforce planning scheduling and coverage strategies to balance efficiency service quality and cost control. Optimize staffing levels while supporting ongoing development of Supervisors and Support Agents.Qualifications35 years of experience in iGaming online casino or related digital operations.Strong understanding of New Jersey iGaming regulations and responsible gaming practices.Hands-on experience in workforce management training and quality assurance in a customer-focused environment.Proven ability to manage day-to-day operations and lead teams effectively.Analytical mindset with the ability to interpret data identify trends and implement solutions.Excellent communication organizational and leadership skills.Must currently reside in New Jersey and perform all work duties within the stateAbility to thrive in a fast-paced hybrid work environment requiring flexibility and cross-functional collaboration.Position requires occasional physical activity including the ability to lift and move items up to 2550 lbs as needed.Why Join RW BET New Jersey LLCOpportunity to play a key role in the growth of a rapidly expanding online and mobile gaming platform.Collaborative team culture with exposure to operations compliance and player engagement.Remote/Hybrid flexibility with the chance to participate in launches and industry events.Competitive compensation and benefits package.Salary: $75000 - $85000Required Experience:Manager Key Skills Six Sigma,Lean,Management Experience,Process Improvement,Microsoft Outlook,Analysis Skills,Warehouse Management System,Operations Management,Kaizen,Leadership Experience,Supervising Experience,Retail Management Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 75000 - 85000