Senior Data Analyst - Customer Service

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

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 goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

As a Senior Data Analyst – Customer Service, you will use data and analytical techniques to gain insights, address issues, overcome challenges and drive efficiencies with a particular focus on the customer care/service domain. You’ll join a fast-paced team that thrives in distilling actionable information from large data sets. The role will be expected to work collaboratively across multiple business units and communicate evidence-based findings to influence the decision-making process.

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. 

• Ensure data quality, integrity and consistency across analyses and KPIs through strong quality control processes and documentation 

• 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. 

• Provide guidance, support, and training to other analysts on the team, sharing best practices and improving processes 

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. 

• Skilled in troubleshooting/identification and resolution of bugs

• Curious in nature and a drive to solve business problems

• Good verbal reasoning skills

• Articulate and confident when presenting the output of your work

• Driven by data and statistical findings

The annual salary range for this position is $92,000.00 to $120,750.00.  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. 
 

Gaming Compliance & Licensing Requirements
 
As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations.  Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies.  Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment.  Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives.

About Our Culture

Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars:

Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience.

Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined.

Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day.

Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry.

What We Offer

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.

If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com.

This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.