Manager, Delivery Management - Customer Operations

In this role, you will be responsible for overseeing a team of delivery managers that plan and execute internal customer operations projects within the established scope, budget and timeline, as well as participate in corporate projects. The primary focus of this team is our self-service experience which includes the omnichannel customer journey and player interactions with chatbots and automation while working with others to ensure parity of services across channels (e.g.: IVR, chatbot, social, etc.). Because these features tie in to many parts of our organization, you will work closely with all departments across the business and key decision makers such as customer operations, product owners, and technical teams to deliver projects that bring value to our players and our business while being mindful that we operated in a regulated and, often, complex customer environment. Manage project portfolios to track progress. Ensure resource availability and allocation. Deliver assigned projects on time and within scope and budget. Create project documentation. Communicate and maintain close relationships with stakeholders. Support corporate strategy and drive change.