Project Manager, Customer Operations

Project Manager, Customer Operations page is loaded## Project Manager, Customer Operations remote type:
Fully Remote locations:
New Jersey time type:
Full time posted on:
Posted Todayjob requisition :
JR100686
** Discover What’s Possible at BetMGM
** As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include:
* Medical, Dental, Vision, Life, and Disability Insurance
* 401(k) with company match
* Pre-tax spending accounts including health care FSA and commuter savings
* Flexible paid time off
* Professional development reimbursement and ongoing skills training opportunities
* Employee resource groups
* Swag, ticket giveaways, and more!

At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.
** About the Role
** We're looking for a project manager who thrives in ambiguity, moves fast with incomplete information, and brings structure when it's necessary. Sitting at the intersection of project management, program coordination, portfolio strategy, and delivery execution, this is a unique individual contributor role crafted for someone who gets energy from wearing multiple hats and solving tough, cross-functional challenges.

This role will be deeply embedded in Customer Operations — including Customer Care, Risk, and Payment Operations — and will play a key part in shaping how work gets done across these functions. You’ll help build and maintain a scalable portfolio of initiatives, drive process improvements, and bring clarity to complex, fast-moving efforts.

There will be no one-size-fits-all playbook. Instead, you'll partner closely with customer operations, product, engineering, operations, and compliance teams to bring clarity, momentum, and outcomes to highly fluid, complex initiatives. From untangling dependencies across cross-functional teams to stabilizing fast-moving programs mid-flight, you'll help drive the work that doesn't always have a clear owner - but is essential to our success.

It is a highly visible role with a clear focus on improving the quality, velocity, and accountability of work between cross-functional teams by acting as a "force multiplier” for customer operations initiatives. This role demands a blend of strategic thinking, customer operations exposure, and strong project management skills, with success defined by your ability to apply critical thinking, attention to detail, a big-picture mindset, and influence across key stakeholders.

If you love working in the gray, bringing a calm mind to chaos, and naturally aligning teams toward a common goal, we want to meet you!
** Responsibilities
* *** Program/Project Oversight
*** 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.
** Risk Management
*** 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.
** Orchestrate Chaos
*** 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…