Project Manager(Casino/Gambling)

Job Overview:
The Project Manager – Customer Service will be responsible for overseeing and driving the success of various customer service projects within our casino and gambling operations. This role requires an individual with experience in the casino industry, project management, and a deep understanding of customer service needs specific to the gaming and gambling sector. The ideal candidate will possess strong leadership abilities, communication skills, and a passion for enhancing the customer journey.

Key Responsibilities:
Project Planning and Execution:
Lead and manage customer service improvement projects from conception to completion, ensuring alignment with business goals and customer expectations.
Define project scope, objectives, timelines, and resources, ensuring projects are delivered on time and within budget.
Coordinate cross-functional teams (customer service, marketing, operations, IT) to ensure smooth project execution.
Customer Service Strategy Development:
Develop strategies to enhance customer experience and satisfaction in the casino environment, including both in-person and online services.
Monitor customer service performance, identifying areas for improvement and implementing action plans.
Analyze customer feedback and behavioral data to drive service enhancements and refine customer service protocols.
Stakeholder Management:
Maintain clear communication with senior leadership, stakeholders, and external partners to ensure project alignment and successful implementation.
Report on project progress, key milestones, and outcomes to leadership and other stakeholders.
Risk and Issue Management:
Identify potential risks and obstacles in customer service projects and develop mitigation strategies.
Resolve customer service issues, escalations, and challenges in a timely and efficient manner, ensuring a positive resolution for all involved.
Team Leadership:
Lead and motivate a team of customer service professionals, providing direction, training, and support to meet project goals.
Foster a collaborative team environment, promoting innovation and continuous improvement in service delivery.
Compliance and Regulations:
Ensure all customer service processes and projects comply with relevant gambling laws, regulations, and industry standards.
Stay updated on regulatory changes in the gambling industry and incorporate those changes into customer service procedures.
Qualifications:
Education:
Bachelor’s degree in Business Administration, Hospitality Management, or a related field. A PMP (Project Management Professional) certification is a plus.
Experience:
Minimum of 3-5 years of experience in project management within the casino, gambling, or hospitality industries.
Demonstrated experience in customer service management in a high-volume, fast-paced environment, ideally within gaming or gambling operations.
Skills:
Strong project management skills with a proven ability to manage multiple projects and stakeholders simultaneously.
Excellent communication and interpersonal skills, capable of building strong relationships with customers, staff, and senior management.
In-depth knowledge of casino operations, gaming regulations, and customer service best practices within the gambling industry.
Proficient in project management software and Microsoft Office Suite (Excel, Word, PowerPoint).
Problem-solving mindset with a focus on delivering customer satisfaction and operational excellence.
Personal Traits:
High level of professionalism and integrity, with a strong focus on customer satisfaction.
Ability to work under pressure, handle complex situations, and make decisions in a fast-paced environment.
A proactive approach to identifying areas for improvement and driving change.