Penn National Gaming, Inc.

Sr. Customer Service Manager

Location US-NJ-Cherry Hill
Job ID
Casino Property
Penn Interactive Ventures - NJ
Position Type
Regular Full-Time


Penn Interactive (PI) is an interactive gaming company headquartered in Philadelphia. As the digital arm to Penn National Gaming (NASDAQ: PENN), the largest regional casino operator in the U.S., ), the largest regional casino operator in the U.S., we are poised for fast-paced growth in the sports betting and online casino space and have partnered with Barstool Sports to launch an online sportsbook.


The Sr. Customer Service Manager will lead the Player Experience Team and direct and overall strategy and operations for our Player Experience team to maximize player experience and retention.  This role will create and foster an environment where our players are receiving quick responses and efficient and effective results.  This role will be responsible for attracting, retaining, and coaching team members, while maintaining daily operational supervision and team member development.

Your daily responsibilities include

  • Design, implement and manage large scale standard operating procedures to benefit our Players.  
  • Manage and direct daily operations to achieve performance and quality goals 
  • Manage and grow Operations Managers
  • Lead and strategize with the Operations Managers key performance metrics, scheduling best practices, and training needs for our Player Experience Specialists
  • Lead and cultivate a positive team environment and provide ongoing guidance and career development opportunities for the Player Experience Team
  • Present clear measurements of success to senior leadership as it relates to the department, and demonstrates ability to develop and enhance them
  • Manage budget responsibilities include planning, gaining executive support, reporting, and initiating changes to meet or improve costs per contact
  • Leverage data and financial analysis, workforce models, KPIs to inform, advise, and problem solve 
  • Review current industry practices and strategizes key improvements as needed
  • Strategize and identify emerging technology to better the experience for our Players and Team Members
  • Identify and utilize the player support platform in conjunction with PI’s Player Account Management (PAM) system, to manage and assess Customer Support effectiveness
  •  Serve as a liaison to other departments to gather requirements and implement initiatives.  Establish and maintain cross-organizational relationships that align with company goals
  • Execute in an intense, fast paced, and highly iterative environment

To be successful in this position it will require the following skill set

  • At least 6 years of experience managing mid-sized to large customer support and call center teams
  • Deep knowledge of best in practice key performance indicators for call center operations required
  • Demonstrated leadership experience in a digital business, e-commerce, or large call center environments
  • Proven ability to develop and execute customer support standard operating procedures
  • Excellent ability to multi-task and be nimble in executing several competing deliverables simultaneously
  • Demonstrable experience in writing process documentation, and standard operating procedures
  • Strong experience in training Team Members and fostering a motivational environment
  • Strong attention to detail is a must!  Must be an analytical thinker
  • Excellent problem-solving abilities
  • Ability to meet deadlines and to work under the pressure of short time constraints 
  • Must have technical proficiency and knowledge in Microsoft applications (Word, Excel, and Outlook) 
  • Experience with a variety customer support management tools (Zendesk) is preferred
  • Bachelor’s degree (B.S./B.A.) in Business Administration, Marketing, or related field 
  • MUST HAVE: Passion for sports AND/OR sports betting

Something to leave you with

Penn Interactive is committed to helping our team members live their best, healthy life. We offer unique and competitive benefits that help our employees, through a private exchange which allows our team members the ability to choose from several coverage levels and insurance carriers (both local and national carriers). Along with medical, prescription, dental, and vision coverage, there are also voluntary plans available to employees.


Penn Interactive is committed to cultivating a diverse and stimulating work environment to achieve extraordinary results. We are looking for an individual who enjoys working in a fast-paced, team-oriented environment, likes to be challenged, and values the opportunity to make impacting change! We have a strong culture of teamwork, collaboration, mutual respect and transparency.


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