BetMGM
About the Role
The Director defines and drives the overall strategy and vision for the Risk, Fraud and Payment Operations teams who primarily work in a contact center environment handling both inbound live customer contacts as well as internally-generated workflows. This role leads a multi-national team that triages responsible gaming concerns, resolves payment inquiries, reviews KYC/SOF/AML/RG concerns, and protects both players and the company. The director partners with stakeholders to influence policy decisions and drive customer-centric interactions that exceed expectations. What You’ll Do (Key Responsibilities)
Craft and execute a comprehensive plan to ensure continuous, uninterrupted contact center operations for 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, and Payment Operations strategy aligned to enterprise systems, handling protocols, tooling, and engagement between teams to enhance the player experience. Lead teams that provide critical services to Players and the Company, including manager-level and several hundred indirect reports in multiple geographies. Partner with 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 KPIs that assess operational and performance excellence for the teams. Create and manage processes around platform access and safeguard controls. Collaborate with Marketing Operations on risk assessments for new bonus campaigns and provide Risk knowledge and support. Use data-driven insights from KPIs and available information to lead the business and drive efficiency. Ensure compliance with regulatory requirements, internal and external reporting, account risk and fraud reviews, and regulator/patron inquiries within deadlines. Build reporting, dashboards, and conduct analyses to support the business. Manage KYC, AML and related processes while optimizing deposits, withdrawals, chargebacks, payment disputes, and funds recovery in partnership with stakeholders. Contribute to BetMGM strategic projects by ensuring Risk, Fraud, and Payments requirements are considered. Handle compliance issues efficiently with minimal customer friction. Minimize potential business losses by addressing disputed transactions and improving internal controls. Guide teams in best practices for tracking and intercepting suspicious activity and provide Responsible Gaming reviews as needed. What You Bring to the Table (Qualifications)
7+ years managing medium-to-large contact centers (e.g., 300+ seats). 5+ years leading Risk, Fraud, and/or Payment Operations teams in a contact center or similar environment. Experience in a regulated industry, with strong preference for gaming/gambling. Direct experience managing teams across multiple geographies and blended direct/outsourced configurations. Knowledge of AML, KYC, and SOF best practices; practical experience with online marketing incentives. Leadership skills with a proven ability to coach and develop talent and create a positive, collaborative culture. Ability to operate with ambiguity and help define tools and capabilities while driving the business forward. Strong influencing and cross-functional collaboration skills; a culture-builder who prioritizes service to players and team members. Must be or become licensed through the appropriate Gaming Commission as a condition of hire; licensing requirements may apply for advanced roles. About Our Culture
We value transparency, collaboration, and a culture where there is no “me” in the way we work. We strive to build an inclusive culture that empowers employees to thrive while playing to win together. What We Offer
Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, and Employee Resource Groups, with additional details provided during onboarding. Salary range and bonus eligibility vary by market and qualifications. BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. If you need assistance or accommodation with your application due to a disability, you may contact recruitment@betmgm.com. #LI-REMOTE #LI-JM1
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The Director defines and drives the overall strategy and vision for the Risk, Fraud and Payment Operations teams who primarily work in a contact center environment handling both inbound live customer contacts as well as internally-generated workflows. This role leads a multi-national team that triages responsible gaming concerns, resolves payment inquiries, reviews KYC/SOF/AML/RG concerns, and protects both players and the company. The director partners with stakeholders to influence policy decisions and drive customer-centric interactions that exceed expectations. What You’ll Do (Key Responsibilities)
Craft and execute a comprehensive plan to ensure continuous, uninterrupted contact center operations for 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, and Payment Operations strategy aligned to enterprise systems, handling protocols, tooling, and engagement between teams to enhance the player experience. Lead teams that provide critical services to Players and the Company, including manager-level and several hundred indirect reports in multiple geographies. Partner with 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 KPIs that assess operational and performance excellence for the teams. Create and manage processes around platform access and safeguard controls. Collaborate with Marketing Operations on risk assessments for new bonus campaigns and provide Risk knowledge and support. Use data-driven insights from KPIs and available information to lead the business and drive efficiency. Ensure compliance with regulatory requirements, internal and external reporting, account risk and fraud reviews, and regulator/patron inquiries within deadlines. Build reporting, dashboards, and conduct analyses to support the business. Manage KYC, AML and related processes while optimizing deposits, withdrawals, chargebacks, payment disputes, and funds recovery in partnership with stakeholders. Contribute to BetMGM strategic projects by ensuring Risk, Fraud, and Payments requirements are considered. Handle compliance issues efficiently with minimal customer friction. Minimize potential business losses by addressing disputed transactions and improving internal controls. Guide teams in best practices for tracking and intercepting suspicious activity and provide Responsible Gaming reviews as needed. What You Bring to the Table (Qualifications)
7+ years managing medium-to-large contact centers (e.g., 300+ seats). 5+ years leading Risk, Fraud, and/or Payment Operations teams in a contact center or similar environment. Experience in a regulated industry, with strong preference for gaming/gambling. Direct experience managing teams across multiple geographies and blended direct/outsourced configurations. Knowledge of AML, KYC, and SOF best practices; practical experience with online marketing incentives. Leadership skills with a proven ability to coach and develop talent and create a positive, collaborative culture. Ability to operate with ambiguity and help define tools and capabilities while driving the business forward. Strong influencing and cross-functional collaboration skills; a culture-builder who prioritizes service to players and team members. Must be or become licensed through the appropriate Gaming Commission as a condition of hire; licensing requirements may apply for advanced roles. About Our Culture
We value transparency, collaboration, and a culture where there is no “me” in the way we work. We strive to build an inclusive culture that empowers employees to thrive while playing to win together. What We Offer
Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, and Employee Resource Groups, with additional details provided during onboarding. Salary range and bonus eligibility vary by market and qualifications. BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. If you need assistance or accommodation with your application due to a disability, you may contact recruitment@betmgm.com. #LI-REMOTE #LI-JM1
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