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BetMGM
is hiring
Senior Data Analyst, Customer Service
About Our Company
BetMGM is a market leading sports betting and gaming entertainment company, pioneering the online gaming industry. Born out of a partnership between MGM Resorts International and Entain, BetMGM has exclusive access to all of MGM's U.S. land-based and online sports betting, major tournament poker, and online gaming businesses.
Utilizing Entain’s US-licensed state of the art technology, BetMGM offers sports betting and online gaming via market leading brands including BetMGM, Borgata Casino, Party Casino and Party Poker.
Job Description & Responsibilities
Responsibilities
- Analyze customer service data from various sources (e.g., CRM systems, call center recordings, surveys) to identify trends, patterns, and areas for improvement.
- Develop and maintain data models and dashboards to visualize key customer service metrics.
- Conduct root cause analysis to identify the underlying reasons behind customer issues and dissatisfaction.
- Support the development and implementation of data-driven initiatives to improve customer service processes and agent performance.
- Partner with stakeholders across the organization (e.g., customer service leadership, product teams, marketing) to translate data insights into actionable recommendations.
- Stay up-to-date on the latest customer service trends and technologies.
- Communicate complex data findings in a clear, concise, and compelling way.
Requirements
Education
- You will expected to have a BSc or MSc Degree educated in a Statistics, Maths or Science based subject
Qualifications
- Bachelor's degree in Data Science, Statistics, Business Analytics, or a related field (or equivalent experience).
- 4+ years of experience in data analysis, preferably with a focus on customer service or a related field.
- Strong analytical skills with proficiency in SQL and data visualization tools (e.g.Power BI).
- Skilled in data analytics using python
- Excellent communication and presentation skills, with the ability to explain complex data findings to a non-technical audience.
- Proven ability to work independently and manage multiple projects simultaneously.
- Strong problem-solving skills and a passion for continuous improvement.
- A deep understanding of customer service principles and best practices (a plus).
Additional Requirements (if Applicable)
- Some knowledge of reporting tools, Tableau / MicroStrategy / Power BI or similar
- Advanced use of Microsoft Office especially Excel and Powerpoint
- Curious in nature
- Good verbal reasoning skills
- Articulate and confident when presenting the output of your work
- Highly data and statistical driven
What we offer
The annual salary range for this position is $94,640 to $126,187. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.
As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more!
Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus.
BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants.
We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are “all in” together. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you.
