Customer Service Manager- Technical Support
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. The posting includes: About the role (first paragraph). Responsibilities (list). Qualifications (list). Skills (list). Benefits (some description). Pay (salary range). Schedule not mentioned. So we should not include Schedule heading. Also maybe "About Us" is not a required heading; but we could treat as "About the role"? The first paragraph is job description about role. Could use About the role
then paragraph. Then Responsibilities Responsibilities
with - . Then Qualifications
Qualifications
with - . Then Skills
Skills
with - . Then Benefits
Benefits
with - maybe. Then Pay
Pay
with paragraph. Ensure we don't repeat job title. Also we should not include metadata like Job ID. Remove boilerplate like EEO etc. The posting includes "About Us" section after benefits; that's not required heading but could be considered "About the company". Not in list of allowed headings; but we could omit or maybe treat as "About the role"? The instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should stick to those. The "About Us" is not required; we could omit or incorporate into About the role? Probably better to omit as not requested. The content about Caesars Digital is extra but maybe considered "About the role"? It's more about company. The instruction says preserve ALL substantive information; do not invent or summarize away detail. If we omit the About Us paragraph, we lose substantive info. But we could include it under a heading not in list? The instruction says use headings for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other headings, but says "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That suggests we should use those headings for those sections; but we could also add other headings if needed? It says "Prefer a few substantive sections over many thin ones." It might be okay to add an "About the company" heading, but not in the list. Safer to include it as a paragraph under About the role? Could combine: About the role paragraph includes the first paragraph; then we could add another paragraph about Caesars Digital under same heading? Might be okay. But the instruction: "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." So we can have multiple
under a heading.
Thus we can have:
About the role
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. ... (the first paragraph up to "...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 the first big paragraph.
Then maybe another
for the "About Us" description? Could be under same heading or a separate heading like "About Caesars Digital". But not in list. Might be okay to add a heading "About Caesars Digital" as
About Caesars Digital
. The instruction didn't forbid other headings, just gave examples. It says "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That implies we should use those headings for those sections; but we could also use other headings if needed. However to be safe, we could incorporate the About Us content into a paragraph under About the role heading, as it's still about the role/company context. That would preserve all info.
Thus:
About the role
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.
At Caesars Digital, We Don’t Just Play the Game — We Set the Standard. As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence. We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers. From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it. Ready to make your mark on the Empire? Explore our open roles and discover how you can help shape the future of gaming. Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.
Then Responsibilities heading with ul.
Responsibilities list items: from the responsibilities section bullet points (they are sentences). We need to capture each bullet.
List:
- 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.
- 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.
- 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.
- 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'll put each as - .
Qualifications heading with ul items:
- 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).
- 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.
- 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 release notes, and coordinate smooth rollouts to production with minimal disruption to front-line agents.
- Soft Skills & Stakeholder Management
- Cross-Functional Communication: Ability to translate non-technical business requests from management and operations leads into precise technical configurations.
- Incident Management & Root-Cause Analysis: Calm, systematic problem-solving approach during platform degradations or API disconnects.
- Vendor Collaboration: Skilled in documenting edge cases, managing support tickets with third-party platform vendors (Sprinklr support/TAM), and driving resolution on critical bugs.
- Ability to manage multiple priorities under tight timelines while maintaining quality.
- Comfortable working in a fast-paced, high-growth, and evolving environment with cross-functional ambiguity.
But note that some of these are under "Technical & Platform Expertise", "Operational & Domain Knowledge", "Soft Skills & Stakeholder Management". They are still qualifications/requirements. We can keep them as list items; maybe we can keep sub-bullets but we can just flatten.
Skills heading with ul items: list from Skills section:
- Customer-centric
- Analytical thinking
- Resilience, flexibility & agility
- Leadership & social influence
- Creative thinking
- Technological literacy
- AI & big data
- Curiosity & lifelong learning
- Motivation & self-awareness
- Empathy & active listening
- Systems thinking
We'll output each as
- .
Benefits heading with ul items: from benefits paragraph:
- medical, vision, and dental insurance
- life insurance
- disability insurance
- a 401(k)-matching program
- among other employee benefits
- short-term or long-term incentive compensation, including, but not limited to, cash bonuses
- paid Personal Time Off
- paid company holidays
We need to capture exactly. The paragraph: "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."
We'll make list items
Qualifications
with- . Then Skills
Skills
with- . Then Benefits
Benefits
with- maybe. Then Pay
Pay
with paragraph. Ensure we don't repeat job title. Also we should not include metadata like Job ID. Remove boilerplate like EEO etc. The posting includes "About Us" section after benefits; that's not required heading but could be considered "About the company". Not in list of allowed headings; but we could omit or maybe treat as "About the role"? The instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should stick to those. The "About Us" is not required; we could omit or incorporate into About the role? Probably better to omit as not requested. The content about Caesars Digital is extra but maybe considered "About the role"? It's more about company. The instruction says preserve ALL substantive information; do not invent or summarize away detail. If we omit the About Us paragraph, we lose substantive info. But we could include it under a heading not in list? The instruction says use headings for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other headings, but says "usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That suggests we should use those headings for those sections; but we could also add other headings if needed? It says "Prefer a few substantive sections over many thin ones." It might be okay to add an "About the company" heading, but not in the list. Safer to include it as a paragraph under About the role? Could combine: About the role paragraph includes the first paragraph; then we could add another paragraph about Caesars Digital under same heading? Might be okay. But the instruction: "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." So we can have multiple
under a heading. Thus we can have:
About the role
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. ... (the first paragraph up to "...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 the first big paragraph. Then maybe another
for the "About Us" description? Could be under same heading or a separate heading like "About Caesars Digital". But not in list. Might be okay to add a heading "About Caesars Digital" as
About Caesars Digital
. The instruction didn't forbid other headings, just gave examples. It says "usefor section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That implies we should use those headings for those sections; but we could also use other headings if needed. However to be safe, we could incorporate the About Us content into a paragraph under About the role heading, as it's still about the role/company context. That would preserve all info. Thus:
About the role
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.
At Caesars Digital, We Don’t Just Play the Game — We Set the Standard. As a proud part of Caesars Entertainment, the world’s premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence. We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers. From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we’re building something extraordinary. And we want you to be part of it. Ready to make your mark on the Empire? Explore our open roles and discover how you can help shape the future of gaming. Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.
Then Responsibilities heading with ul. Responsibilities list items: from the responsibilities section bullet points (they are sentences). We need to capture each bullet. List: - 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. - 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. - 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. - 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'll put each as - . Qualifications heading with ul items: - 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). - 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. - 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 release notes, and coordinate smooth rollouts to production with minimal disruption to front-line agents. - Soft Skills & Stakeholder Management - Cross-Functional Communication: Ability to translate non-technical business requests from management and operations leads into precise technical configurations. - Incident Management & Root-Cause Analysis: Calm, systematic problem-solving approach during platform degradations or API disconnects. - Vendor Collaboration: Skilled in documenting edge cases, managing support tickets with third-party platform vendors (Sprinklr support/TAM), and driving resolution on critical bugs. - Ability to manage multiple priorities under tight timelines while maintaining quality. - Comfortable working in a fast-paced, high-growth, and evolving environment with cross-functional ambiguity. But note that some of these are under "Technical & Platform Expertise", "Operational & Domain Knowledge", "Soft Skills & Stakeholder Management". They are still qualifications/requirements. We can keep them as list items; maybe we can keep sub-bullets but we can just flatten. Skills heading with ul items: list from Skills section: - Customer-centric - Analytical thinking - Resilience, flexibility & agility - Leadership & social influence - Creative thinking - Technological literacy - AI & big data - Curiosity & lifelong learning - Motivation & self-awareness - Empathy & active listening - Systems thinking We'll output each as
- . Benefits heading with ul items: from benefits paragraph: - medical, vision, and dental insurance - life insurance - disability insurance - a 401(k)-matching program - among other employee benefits - short-term or long-term incentive compensation, including, but not limited to, cash bonuses - paid Personal Time Off - paid company holidays We need to capture exactly. The paragraph: "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." We'll make list items
- maybe. Then Pay
- . Then Benefits