Customer Service Manager- Technical Support

We need to output HTML fragment with sections: headings

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use

• for any list of duties/requirements/benefits, and

  for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings — fold minor metadata into short

  or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences. We need to parse the job description and decide which sections to include. The posting includes: - Job Description (intro paragraph) - Responsibilities (multiple bullet-like paragraphs) - Qualifications (education, certifications, experience) - Technical & Platform Expertise (list of specifics) - Operational & Domain Knowledge (list) - Soft Skills & Stakeholder Management (list) - Skills (list of skill phrases) - Salary range (Pay) - Benefits (list) - About Us (company description) We need to map to allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have: - About the role: could be the introductory paragraph(s) describing role. The "Job Description" intro: "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..." That's about the role. - Responsibilities: we have a "Responsibilities" heading in the posting with subheadings: Software Solutions, Reporting, and Analytics; System Administration, Documentation, and Governance; Vendor Relationship Management; Business Partnership and Stakeholder Support. We can combine into a single Responsibilities section with

  • items. - Requirements: Could be Qualifications? The posting has "Qualifications" heading. Could map to Requirements or Qualifications. The allowed headings include both Requirements and Qualifications. We need to decide which to use. The posting has "Qualifications" with bullet items: Bachelor's degree..., Sprinklr Platform Administrator Certification..., Certifications..., 3+ years of technical administration experience..., Technical & Platform Expertise..., Operational & Domain Knowledge..., Change Management & Release Governance..., Soft Skills & Stakeholder Management..., Skills... Actually the posting lumps many things under Qualifications. But we also have a separate "Skills" section later listing skill phrases. The allowed headings include Skills. So we could put the skill list under Skills heading. The Qualifications heading could contain education, certifications, experience. The Technical & Platform Expertise, Operational & Domain Knowledge, Soft Skills & Stakeholder Management could be considered part of Qualifications or Requirements. But we need to avoid thin sections. Perhaps combine all qualification-like content into a Qualifications section, and then have a Skills section for the skill list. But we also have a "Requirements" allowed heading. Could we use Requirements for the experience and certifications, and Qualifications for education? However the posting lumps them; we need to preserve all substantive info. We could create a Qualifications section that includes education, certifications, experience, technical expertise, operational domain knowledge, soft skills, change management. Then a Skills section for the skill list (customer-centric analytical thinking etc). That seems reasonable. Pay: we have salary range: "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." That's specific, so we include Pay section. Benefits: we have benefits description: "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." That's specific, so include Benefits section. Schedule: not mentioned. No schedule info. So we should NOT include Schedule section. About Us: not an allowed heading; but we could put under About the role? Actually About the role is for role description; About Us is company description. The allowed headings do not include About Us. We could either drop it or incorporate into About the role? The instruction: "Use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., not exhaustive but those are examples. However they say "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". They didn't forbid other headings, but they gave examples. Safer to stick to those headings. The About Us content could be considered part of "About the role"? Not exactly. But we could include it as a paragraph under About the role? Might be okay. However the instruction says "Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

    or drop it." It doesn't forbid other headings. But to be safe, we could include an "About the company" heading? Not in list. Might be considered extra. The instruction says "Use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The "e.g." suggests those are examples, not exclusive. However they also say "Prefer a few substantive sections over many thin ones." So we could add an About Us section if we want, but maybe better to incorporate into About the role as a brief paragraph about the company. However the About the role already has a paragraph describing the role; we could add another paragraph about the company after that. That would still be under About the role heading? Might be confusing. Better to create a separate heading like "About Caesars Digital" but not in list. The instruction didn't explicitly forbid, but they gave examples; using other headings may be okay but risk being considered not following instruction. Safer to stick to the given headings. Thus we will include sections: About the role, Responsibilities, Qualifications, Skills, Pay, Benefits. We need to ensure we don't create thin sections. Each should have substantive content. Now we need to extract content. About the role: combine the introductory paragraph(s) before "Responsibilities". The posting starts: "Job Description 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." That's a solid paragraph. We'll put that in

    under

    About the role

    . Responsibilities: we have bullet-like paragraphs under the "Responsibilities" heading. Let's extract each bullet: - 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. We can combine all into a
    • list. Each bullet as
    • . Ensure we keep all details. Qualifications: we need to include education, certifications, experience, technical expertise, operational domain knowledge, change management, soft skills. Let's extract: From "Qualifications" heading: - 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). Then under "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. Under "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