iGaming Operations Shift Manager

6 days ago

Saddle Brook, New Jersey, United States Resorts World NYC Full time $62,500 - $70,000 per year

Key Responsibilities

  • Supervise Support Agents to ensure consistent delivery of excellent customer service across all support channels.
  • Monitor team performance against defined KPIs and service-level agreements, taking proactive action to address gaps.
  • Act as the first point of escalation for complex or sensitive customer cases.
  • Provide day-to-day coaching, mentoring, and quality monitoring to keep agents aligned with company standards and best practices.
  • Support workforce scheduling, shift adherence, and coverage planning.
  • Assist with training programs and onboarding of new team members.
  • Encourage proactive service approaches and continuous improvement to enhance the player experience.
  • Oversee payment handling support, including player deposits and withdrawals, to ensure smooth processing and issue resolution.
  • Monitor and manage potential fraudulent activity, escalating cases as needed to protect both the company and players.
  • Collaborate with the Operations Manager to implement operational updates, improve processes, and maintain compliance with company and regulatory requirements.
  • Promote a team culture that reflects RW BET's position as a leader in customer experience.

Qualifications

  • 2–3 years of experience in iGaming operations, customer support, or a related regulated industry.
  • Demonstrated experience supervising, mentoring, or coaching frontline staff.
  • Must currently reside in New Jersey and perform all work duties within the state
  • Strong communication, leadership, and organizational skills.
  • Ability to analyze performance data and provide actionable feedback.
  • Team player with a proactive mindset and commitment to maintaining service excellence.
  • Ability to work rotating shifts, including nights, weekends, and holidays, as required for operational coverage.
  • Ability to work effectively in a hybrid environment with flexibility for training, launches, and key team events.
  • Reliable internet access and a professional, distraction-free workspace when working remotely.
  • Position may involve occasional lifting/moving of items up to 25–50 lbs.

Why Join RW BET New Jersey LLC

  • Opportunity to play a key role in the growth of a rapidly expanding online and mobile gaming platform.
  • Collaborative team culture with exposure to operations, compliance, and player engagement.
  • Remote/Hybrid flexibility with the chance to participate in launches and industry events.
  • Competitive compensation and benefits package.

Salary: $62,500 - $70,000

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