Customer Experience Manager
Penn Interactive (PI) is an interactive gaming company headquartered in Philadelphia. PI is the digital arm of PENN Entertainment (NASDAQ: PENN), the largest regional casino operator in the U.S.). Our mission is to challenge the norms of the gaming industry by building an immersive interactive gaming experience that is responsible, innovative, and fun. We are committed to helping our team members grow and succeed. We believe that hiring talented individuals that love what they do will help us win!
About the Role & Team
The Customer Experience team is going through an exciting expansion of responsibilities. We are looking for a Customer Experience Manager with prior Customer Experience or Customer Service experience to continuously improve our training and knowledge base.
You’ll have an opportunity to work alongside various stakeholders across sports betting; iCasino, Casino and Hotel Property. Stakeholders include Quality Assurance, Product, Design, UX Research, Customer Support and more. This is an exciting opportunity to immerse yourself into the interactive and retail side of sports betting and casinos!
About the Work
- Continuously improve Customer Experience processes and training delivery for theScore Bet, ESPN BET, and Penn Entertainment Properties.
- Manage the planning, development, and execution of new and ongoing Customer Support training programs and curriculum.
- Define standards and processes related to Customer Support training, documentation and delivery.
- Collaborate with the Customer Experience Reporting and Quality Assurance teams to identify learning opportunities, processes updates, and training focuses.
- Use creativity and product understanding to highlight inefficiencies in processes, internal platforms, and app features.
- Lead cadence calls with stakeholders to assist in the development and update of Standard Operating Procedures and training materials.
- Maintain internal and external Help Centers with most up-to-date information available.
- Assist in the management of Zendesk admin functions.
- Other duties as assigned.
About You
- Post-secondary education in business, communication, or a related subject.
- 3+ years of previous experience in Customer Support with exposure to analysis, issue resolution and tracking.
- Experience developing and executing adult education and training programs
- Proven people leadership experience.
- Competent analytical, investigative, problem-solving, and planning skills.
- Ability to understand and write operational business processes.
- Knowledge and Proficiency with Zendesk, Google Drive and Microsoft Office.
- Excellent verbal and written communication skills.
What We Offer
- Competitive compensation package.
- Comprehensive Benefits package.
- Fun, relaxed work environment.
- Education and conference reimbursements
#LIHYBRID
https://www.linkedin.com/company/penn-interactive-pi/
Recently being recognized as a top workplace in the United States, we believe people work their best when they can be themselves. We are looking for hungry, innovative thinkers to help us challenge the status quo of the gaming industry. Diversity, equity, and inclusion are vital to all of our processes, programs, and structures. Your story, who you are, and your experience matter here.
Mission: To challenge the norms of the gaming industry by building an immersive interactive gaming experience that is responsible, innovative, and fun. Willingness to succeed and win – always challenge the status quo and solve problems that have ...
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