Operations Trainer
Jersey City, NJ 
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Job Description
Position: Operations Trainer
Location: Jersey City, NJ
Remote Status: Hybrid
Job Id: 2389
# of Openings: 1
Operations Trainer
Jersey City, NJ

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
The main purpose of the role is to design and deliver various operational, mandatory, and regulatory technical trainings across the Operations teams, in order to ensure ongoing upskilling of our Customer Operations Associates team performance, and to meet service group objectives. Serve as a source of knowledge and a mentor to the employees in the location. Support trainees and their teams extensively throughout the training and provide the necessary guidance in the post-training period.
Responsibilities
  • Create, constantly update, improve, and deliver high quality Induction trainings (ongoing process, systems, and soft skills trainings) for various Operation teams' new hires, according to the business needs and current products and services the company is offering
  • Design and deliver trainings for the entire BetMGM group products and service portfolio including programs for B2B, B2C, CS, Risk, Fraud, and VIP teams or trainers in other locations
  • Routinely and consistently design, review and update training materials to ensure the standard, quality and relevance are maintained
  • Develop eLearning content using Articulate Rise and Storyline
  • Ensure eLearning content stays up to date by conducting periodic reviews of materials and making updates as necessary
  • Work with the Operations Training Team Lead and Manager of Operations Training to develop assessments for all training courses to ensure effectiveness
  • Work with the Operations Training Team Lead and the Manager of Operations Training to maintain the Learning Management System
  • Deliver high quality, learner-centered classroom training / facilitation, applying traditional and contemporary learning theory and practice incl. virtual, side by side, gamification and 1:1 training
  • Evaluate training and development solutions and assess new recruits against established performance and probationary measures, and provide constructive feedback to individuals and line managers
  • Coach and mentor CS and Risk agents in increasing personal performance and provide management team with recommendations on further competency development interventions needed
  • Working closely with site management to ensure all key processes are captured and documented for training and quality requirements
  • Maintain training registers and regularly report on compliance and training KPIs as required by the business
  • Constant Improvements - constantly work towards improvements through (but not limited to):
  • Identifying areas for improvement, focus delivering feedback which assists in developing the 'best in class service to our customers and provide cost effective/business focused solutions to the Management team
  • Liaising with the product verticals to improve product and procedural knowledge of the team using coaching and learning scenarios
  • Ensuring self-knowledge is up to date on all aspects required (e.g. product, process etc.)
Qualifications
  • Profound knowledge of products, tools and Operations processes
  • Excellent presentation, verbal, and written communication skills
  • Genuine passion for learning and understanding of the learning cycle
  • Ability to turn the learning cycle theory in to practice in a business environment
  • Strong facilitation skills
  • Understanding and experience of coaching and mentoring
  • Ability to manage a group within a training environment
  • Ability to quickly build rapport at all levels
  • Ability to self-motivate, with a desire to grow and develop
  • Ability to evaluate interventions and recommend points for improvement
  • Ability to work autonomously when delivering training and to work as part of a team
  • Perfect level of English
  • Additional languages next to proficiency in English are assets
  • Experience in the online gaming industry is an asset
  • Previous experience of designing, delivering and evaluating training in a customer service-oriented environment
  • A qualification in training design / delivery is essential. Experience of developing on line learning is desirable
  • Good planning and organizing skills
  • Competent with MS Office suite (Word, Excel, PowerPoint)
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.
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!

Gaming Compliance

Candidate must comply with and support the company's responsible gambling policies, procedures and initiatives.

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.
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.
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.
Pay Range: $58,000 - $76,125 per year
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Job Summary
Company
BetMGM
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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