Project Manager, Customer Operations

BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. They are seeking a project manager who thrives in ambiguity and plays a key role in shaping how work gets done across Customer Operations, driving process improvements and managing a scalable portfolio of initiatives.

Responsibilities:

• 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

Requirements:

• 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