Customer Support Optimization Manager

At Caesars Digital, we’re redefining the future of gaming and entertainment through cutting-edge technology, personalized customer experiences, and a relentless focus on innovation. As we expand our digital footprint, we’re looking for a manager to help us deliver seamless, data-driven customer interactions across voice and digital channels.

The Role

We’re seeking a highly organized and detail-oriented Customer Support Optimization Manager to join our Customer Operations team. As a Customer Operations Optimizations Manager, you will play a critical role in ensuring our customer-facing applications are optimized for continued growth in our digital businesses. Your work will directly impact customer retention metrics within the digital business.

- Design and manage intelligent case routing strategies, IVR flows, and agent skill configurations to support a premium customer experience.
- Customize agent journeys and automated SMS workflows to align with Caesars’ brand voice and service standards.

- Assign agents to queues based on skill sets and campaign needs, ensuring optimal coverage and performance.
- Monitor real-time queue metrics and agent availability to maintain service level agreements (SLAs).

- Generate actionable reports and dashboards to evaluate campaign effectiveness, agent productivity, and customer sentiment.
- Partner with analytics teams to surface insights that drive continuous improvement in customer engagement.

- Provide onboarding and ongoing training to agents and supervisors on Sprinklr features and best practices.
- Act as a subject matter expert and first line of support for Sprinklr-related inquiries.

- Ensure platform configurations adhere to Caesars’ data privacy, security, and responsible gaming policies.
- Manage suppression lists and implement safeguards to block abusive or inappropriate interactions.

- Oversee audience segmentation and data file management for outbound voice campaigns.
- Collaborate with marketing and CRM teams to align outreach strategies with loyalty and promotional initiatives.

- Set up and maintain dial plans, voice applications, and advanced routing logic to support evolving business needs.
- Manage user roles, permissions, and access controls in accordance with internal policies.

- Triage and implement platform change requests, ensuring minimal disruption to operations and alignment with business goals.

- 3+ years of experience administering Sprinklr or similar contact center platforms.
- Strong understanding of call center operations, digital engagement, and customer experience best practices.
- Excellent analytical and problem-solving skills with a data-driven mindset.
- Effective communicator with the ability to translate technical concepts for non-technical stakeholders.
- Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
- Familiarity with gaming, hospitality, or loyalty-driven industries is a plus.