Project Manager - PMO, Customer Operations

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. 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 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.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor's "Best Places to Work".

About the Role

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!

Program/Project Oversight

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.

Risk Management

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.

Orchestrate Chaos

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.

Delivery leadership without direct authority

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.

Qualifications

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

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.

The annual salary range for this position is $86K to $115K. 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.

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 the company's responsible gambling policies, procedures and initiatives.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that's what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

Believe in Your Game - Take your shot! There's a freedom to explore ideas usually only start-ups are lucky enough to experience.

Backed by the Best - With our expertise-merged with that of our world-class investors-we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.

Do What's Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.

Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

As a valued employee, we're committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!

Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.

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.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are "all in" together. If your experience looks a little different from what we've identified and you think you've got what it takes, we'd love to learn more about you.

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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