Assistant Manager, Training and Escalations

What You'll Do

• Training Leadership:
• Own the full lifecycle of Player Support training programs, including new hire onboarding, continuing education, and curriculum updates for all Player Support Agents and support team members
• Design, build, and maintain training materials including 1Huddles, training roadmaps, knowledge assessments, process guides, and multimedia learning content in Guru and other platforms
• Lead and manage the Training team, including Training Specialists and Training Specialist, ensuring effective facilitation, curriculum ownership, and day-to-day execution
• Oversee new hire adherence to the 90-day Foundational Period, monitoring performance benchmarks, assessment scores, attendance, and behavioral expectations as defined in the Foundational Period
• Actively performance manage new hires who are not meeting Foundational Period expectations, delivering structured coaching, documented feedback, and escalating when necessary
• Partner with QA and operational leadership to proactively identify knowledge gaps, workflow breakdowns, and agent decision-making trends, translating those insights into targeted training improvements
• Ensure all training content stays aligned with current processes, product updates, regulatory requirements, and iGaming operational standards
• Drive data-informed improvements to training efficacy using assessment results, QA scores, and early tenure performance indicators
• Collaborate cross-functionally with QA, Escalations, and Player Experience leadership to ensure training priorities reflect business and operational needs
• Escalations Leadership:
• Oversee the Escalations team in partnership with Escalations Leads, ensuring agents are delivering complex case resolution with quality, accuracy, and efficiency
• Support Escalations Leads in day-to-day team management, coaching, and performance oversight of Escalations Agents
• Ensure Escalations team processes and procedures are current, well-documented, and consistently followed, identifying and driving updates as workflows, products, or regulatory requirements evolve
• Proactively identify opportunities for the Escalations team to add greater value to players, whether through expanded scope, improved resolution pathways, or new engagement channels
• Maintain alignment between the Escalations and Training functions, ensuring Escalations-driven insights feed back into training content and agent development
• Monitor Escalations team performance metrics, surfacing trends to leadership and supporting continuous improvement efforts
• Serve as a point of escalation for complex or sensitive cases requiring leadership judgment

What You'll Bring

• Bachelor’s degree in Business, Communications, Education, or a related field preferred (or equivalent experience)
• 4+ years of experience in Customer or Player Support, Training, QA, or operational leadership within a contact center or similar environment
• Demonstrated experience managing or leading a training function, including designing and delivering training programs, assessments, and development materials
• Experience directly managing or overseeing team performance, including coaching, performance documentation, and disciplinary conversations
• Strong understanding of contact center workflows, escalation processes, performance management frameworks, and early tenure development
• Familiarity with iGaming, online casino, or sportsbook operations is a plus
• Proficiency with or ability to quickly learn 1Huddle, Guru, and Salesforce; comfort working across multiple platforms and tools
• Able to analyze performance data, QA trends, and assessment results and translate them into actionable training or operational improvements
• Strong written and verbal communication skills with the ability to engage effectively across frontline agents, leads, and senior leadership
• Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced, evolving environment
• A collaborative, people-first mindset with a genuine investment in agent development and team success
• Ability to work in-office at least 2+ days per week
• Occasional travel may be required

Benefits

• Discretionary annual company bonus (Eligibility Varies by Role)
• 401(k) plan with 100% company match on the first 4%
• Comprehensive medical coverage (HSA & FSA plans), dental, and vision insurance
• Paid Time Off (Eligibility Varies by Role)
• Employee Assistance Program (EAP)

Pay Range