Customer Service Manager- Technical Support

CS Manager, Technical Support

At Caesars Entertainment, exceptional customer experiences start with operational excellence. As a CS Manager, Technical Support within the Customer Operations Optimization team, you will be the primary owner of the Service Cloud Platform for Caesars Digital. You will ensure the day-to-day health of the solution, managing everything from user permissions and workflow configuration to complex integrations that empower our customer service agents to deliver world-class support.

This role is responsible for transforming customer service data into actionable insights while ensuring the technology that supports those insights remains reliable, scalable, and aligned with business needs.

Serving as the primary liaison between internal stakeholders and external software vendors, the role manages vendor relationships, oversees system configurations, coordinates and tracks IT support requests, and helps troubleshoot technical and operational issues. The CS Manager, Technical Support also develops and maintains process documentation, ensures best practices are followed, and identifies opportunities to improve system functionality, workflows, and the overall user experience.

The ideal candidate combines technical expertise, strong organizational skills, and a passion for enabling outstanding customer service through technology.

Software Solutions, Reporting, and Analytics

• Design, configure, test, and implement technology solutions that address business needs and enhance the effectiveness of customer service operations.
• Translate business requirements into scalable system configurations.
• Perform ad hoc system configuration and optimization to support high-volume periods, seasonal demand, and critical business initiatives.
• Monitor system health, manage scheduled updates, and troubleshoot technical issues.
• Develop, maintain, and enhance reporting and dashboards to measure customer service performance, operational effectiveness, and business outcomes.

System Administration, Documentation, and Governance

• Create and maintain documentation related to system architecture, configurations, integrations, workflows, and processes
• Administer user accounts, roles, and permissions to ensure employees have appropriate access while maintaining security and compliance standards.
• Evaluate, provision, and modify system access based on business requirements and role changes.

Vendor Relationship Management

• Serve as the primary point of contact for the software vendor, managing day-to-day communications, escalations, and ongoing partnership activities.
• Coordinate with vendor teams on system enhancements, issue resolution, and product updates.
• Manage incidents from submission through resolution, ensuring timely follow-up and stakeholder communication.

Business Partnership and Stakeholder Support

• Manage the intake, evaluation, and prioritization of requests from internal stakeholders, ensuring alignment with business objectives and strategic priorities.
• Partner with cross-functional teams to understand operational challenges and recommend technology-driven solutions.
• Develop and deliver customer service insights and trend reporting that help leadership understand customer needs, pain points, and emerging priorities.
• Build and maintain executive-level dashboards and reports that provide visibility into key performance indicators, operational performance, and strategic initiatives.

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems (MIS), or a related technical discipline (or equivalent practical experience).
• Sprinklr Platform Administrator Certification (Sprinklr Core / Service Cloud Pro) is strongly preferred.
• Certif…