Customer Service 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.
• Certifications in IT service management (e.g., ITIL Foundation) or CRM administration (e.g., Salesforce Administrator) are a plus.
• 3+ years of technical administration experience, specifically managing Sprinklr Service Cloud (SCaaS) or similar enterprise CX platforms (e.g., Salesforce Service Cloud, Zendesk).

Technical & Platform Expertise

• Sprinklr Service Cloud Mastery: Deep hands-on experience configuring Sprinklr Rule Engine, Skills-Based Routing, Case Queues, Macros, and Omni-Channel Inbox, social media channel mapping, and automated workflow logic.
• Analytics & Data Literacy: Proficiency in building and maintaining custom reporting widgets, SLA and performance metrics with a strong ability to validate data accuracy, ensure reporting integrity, and translate findings into actionable business insights.
• API & System Integrations: Working familiarity with RESTful APIs, webhooks, and JSON payloads to diagnose data sync issues between Sprinklr and back-end CRM or Player Account Management (PAM) databases.

Operational & Domain Knowledge

• High-Volume CX Environment: Experience supporting 24/7/365 multi-tiered customer contact centers handling high-sized velocity and peak traffic events.
• iGaming & Sports Betting Context: Familiarity with the operational demands of digital gaming, sportsbook regulations, responsible gaming flagging, or player account verification workflows.
• Change Management & Release Governance: Proven ability to test configurations in sandbox environments, write release notes, and coordinate smooth rollouts to production with minimal disruption to front-line agents.

Soft Skills & Stakeholder Management

• Cross-Functional Communication: Ability to translate non-technical business requests from management and operations leads into precise technical configurations.
• Incident Management & Root-Cause Analysis: Calm, systematic problem-solving approach during platform degradations or API disconnects.
• Vendor Collaboration: Skilled in documenting edge cases, managing support tickets with third-party platform vendors (Sprinklr support/TAM), and driving resolution on critical bugs.
• Ability to manage multiple priorities under tight timelines while maintaining quality.
• Comfortable working in a fast-paced, high-growth, and evolving environment with cross-functional ambiguity.

Skills:

• Customer-centric
• Analytical thinking
• Resilience, flexibility & agility
• Leadership & social influence
• Creative thinking
• Technological literacy
• AI & big data
• Curiosity & lifelong learning
• Motivation & self-awareness
• Empathy & active listening
• Systems thinking

The salary range for this position is $84,000.00 - $100,000.00 USD, which is dependent on a several factors including relevant experience, geography, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses. This role includes paid Personal Time Off and paid company holidays.