Director, Risk and Payments Operations

Discover What’s Possible dy to make your career legendary? Join us as we bring the magic of Vegas to our players. Our team of over 1,400 talented members is revolutionizing sports betting and online gaming in the United States and Canada, driven by technology and a relentless focus on excellence.

The Director defines and drives the overall strategy and vision for the Risk, Fraud, Responsible Gambling, and Payments Operations teams. These teams work in a contact‑center environment handling inbound live customer contacts and internally‑generated workflows, triaging responsible gaming concerns, resolving payment inquiries, and reviewing KYC, SOF, AML, and RG cases to protect both players and the company. The Director fosters a culture of collaboration, teamwork, and innovation that continually elevates the customer experience.

• Craft and execute a comprehensive plan that ensures continuous, uninterrupted contact‑center operations for all Risk, Fraud, and Payment teams.
• Directly manage exempt and non‑exempt staff who oversee several hundred contact‑center agents across the U.S. and internationally.
• Define a holistic strategy for Risk, Fraud, Responsible Gambling, and Payment Operations, including enterprise systems, handling protocols, tooling, and engagement rules.
• Lead the teams—both direct and indirect reports—in multiple international geographies.
• Partner with key stakeholders (Customer Care, Workforce Management, QA, Training, Product, Compliance, Legal, etc.) to formulate strategic and tactical plans.
• Define and manage KPIs that assess operational and performance excellence.
• Create and manage processes and procedures around accessing the BetMGM platform and safeguarding network controls.
• Assess risk for new bonus campaigns and provide risk knowledge to Marketing Operations.
• Use data‑driven analysis to lead continuous improvement and operational efficiency.
• Ensure compliance with regulatory requirements, including internal and external reporting, account risk and fraud reviews, and regulator/patron complaints.
• Build reporting dashboards and conduct data analysis as needed by the business.
• Manage KYC processes and partner with internal stakeholders to optimize deposit, cash‑out, chargeback, payment dispute, and fund recovery processes.
• Lead strategic projects, ensuring Risk, Fraud, Responsible Gambling, and Payment Operations requirements are included.
• Resolve compliance issues with minimal customer friction.
• Minimize potential business losses by challenging disputed transactions and improving internal controls.
• Guide teams on best practices for tracking, adapting to, and acting on suspicious or fraudulent activity.
• Provide Responsible Gaming reviews of customer accounts and protect the business.

• Must be or become licensed through the appropriate gaming jurisdictions, with potential for more advanced licenses.
• 7+ years leading medium-to-large contact centers (e.g., 300+ seats).
• 5+ years in a highly regulated industry, preferably gaming or gambling.
• 5+ years leading Risk, Fraud, and/or Payment Operations teams in a contact‑center or comparable environment.
• Experience leading teams across multiple geographies.
• Advanced experience with Microsoft Office Suite.
• Experience leading blended direct and outsourced teams.
• Practical knowledge of online marketing incentives.
• Experience with AML, KYC, and SOF best practices.
• Leadership skills and proven team‑management experience.

• Culture‑builder who serves players and team members across regulated jurisdictions.
• Strong influencing skills; not a command‑and‑control leader.
• Exceptional coach and talent developer who sets vision and motivates teams.
• Comfortable with ambiguity and the challenge of building required systems and tools.
• Values transparency; embraces a “no me” culture and fosters open communication.

The annual salary range for this position is $ to $. Factors that may affect starting pay include geography, skills, education, experience, and other qualifications. The role is also eligible for a performance‑based bonus plan.