Project Manager, Customer Operations
We're looking for a project manager who thrives in ambiguity, moves fast with incomplete information, and brings structure when it's necessary. Sitting at the intersection of project management, program coordination, portfolio strategy, and delivery execution, this is a unique individual contributor role crafted for someone who gets energy from wearing multiple hats and solving tough, cross-functional challenges. This role will be deeply embedded in Customer Operations - including Customer Care, Risk, and Payment Operations - and will play a key part in shaping how work gets done across these functions. You’ll help build and maintain a scalable portfolio of initiatives, drive process improvements, and bring clarity to complex, fast-moving efforts. There will be no one-size-fits-all playbook. Instead, you'll partner closely with customer operations, product, engineering, operations, and compliance teams to bring clarity, momentum, and outcomes to highly fluid, complex initiatives. From untangling dependencies across cross-functional teams to stabilizing fast-moving programs mid-flight, you'll help drive the work that doesn't always have a clear owner - but is essential to our success. It is a highly visible role with a clear focus on improving the quality, velocity, and accountability of work between cross-functional teams by acting as a "force multiplier” for customer operations initiatives. This role demands a blend of strategic thinking, customer operations exposure, and strong project management skills, with success defined by your ability to apply critical thinking, attention to detail, a big-picture mindset, and influence across key stakeholders. If you love working in the gray, bringing a calm mind to chaos, and naturally aligning teams toward a common goal, we want to meet you!
- Own the delivery of critical initiatives that span multiple disciplines - whether it's a last-minute compliance pivot, a rapid customer operations rollout, or a first of its kind new company initiative.
- Maintain clear project plans, dependencies, and risk logs - even when the ground is shifting.
- Facilitate planning sessions, retros, and working groups across multiple time zones and departments (even companies!)
- Support the development and ongoing management of a Customer Operations project portfolio, ensuring visibility, prioritization, and alignment with business goals.
- Develop and implement contingency plans to address identified risks, ensuring minimal disruption to project outcomes.
- Model multiple project scenarios (best-case, worst-case, and most likely outcomes) to prepare for uncertainties and adapt strategies dynamically.
- Continuously track risk triggers and adjust plans as needed to maintain project integrity.
- Dive into ambiguous, high-stakes initiatives and create clarity through structure, documentation, and communication.
- Define ways of working; design lightweight processes to keep things moving without creating red tape.
- Demonstrates strong problem-solving skills and the ability to adapt quickly to shifting priorities in a dynamic environment
- Identify gaps in ownership or execution and step in as the connective tissue across teams.
- Act as a trusted execution partner to cross-functional teams without having formal ownership.
- Influence stakeholders at all levels with empathy, credibility, and a deep understanding of the work on the ground.
- Drive accountability and alignment, not through hierarchy, but through relationships and follow-through.
- 5+ years of experience in project/program/delivery management or operations, preferably in high-growth or ambiguous environments.
- Background in sports betting, gaming, or other fast-paced, highly regulated industries.
- Experience in customer operations functions such as Customer Care, Risk, or Payment operations is a plus.
- Comfortable using AI-powered tools, including agentic or semi-autonomous AI solutions, to enhance personal productivity and support day-to-day project planning, execution, reporting, and stakeholder communication (e.g., drafting artifacts, synthesizing updates, tracking risks).
- Proven track record of thriving in roles with limited structure, unclear ownership, and rapid change.
- Deep understanding of the PMI framework, delivery best practices, and navigating various stakeholder dynamics.
- PMP certification is a plus.
- Highly effective at building relationships, influencing without authority, and earning trust quickly.
- Tools you should be comfortable with: Asana, Workfront, and anything that helps get the job done.
- You are equal parts strategic thinker and tactical executor - able to build a roadmap and also roll up your sleeves.
- Strong communication skills - written, verbal, and in-between.
- 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!
BetMGM is a leading US sports betting and online gaming operator, formed in 2018 as a joint venture between MGM Resorts International and Entain. Headquartered in Jersey City, New Jersey, it holds exclusive access to MGM's land-based and online sports betting, poker and casino businesses across the United States and Canada. The company operates the BetMGM, Borgata Casino, Party Casino and Party Poker brands and is one of the largest operators in the regulated North American market. Its products combine online sportsbook, casino and poker with MGM's nationwide network of casinos.
