Sr. Manager, Customer Ops Knowledge Management

Sr.Manager,Customer OpsKnowledgeManagement

Location: Jersey City, NJ 

About the Role

The Sr.Manager, Customer OpsKnowledgeManagementplays a pivotal strategic role in overseeing all aspects ofCustomerOperationsprocess governance,customer protection,knowledge infrastructure, and information delivery acrossOperations (Customer Care, Risk,Paymentsand Fraud), Training, and QA.Leading a high-performing team ofprocess, knowledge management and internal operations self-auditexperts, this roleis central to ensuring excellenceand protectionat scale—crafting end-to-end processes, managing content and compliance systemsusedinCustomer Operations, and driving cross-functional initiatives that shape how our operations perform and evolve.

This position serves as a critical partneracross the organization,acting as the primary subject matter expert forknowledgeecosystem needsanddefining processes & proceduresusedin Customer Operations. TheSeniorManager defines and drives the team’s strategic roadmap and is accountable for mappinghighly complexoperational flows, auditingdocumentationand processcompliance, and delivering results aligned to companystrategic plan.

Finally, this role acts as a key resource for other stakeholder groups that include Compliance, Regulatory, HR, Product, Technology, andLegalamong others.To support continuous evolution of the business, the Customer OperationsKnowledgeManagement team acts as a key stakeholder in developing new and refining existing procedures to supportand protectoperational changes, new products,agenttooling, and more. Serving asthe keeper of all process and knowledge content for the division, theCustomer OperationsKnowledgeManagement team is called upon to produceartifacts on demandwhenrequestedbyvarious internal and externalstakeholders.

Responsibilities

Team Leadership & Strategy

• Lead, coach, and empower a team ofKnowledgeManagement SMEsand Customer Protection advocates, cultivating a high-performing, collaborative, and growth-oriented environment

• Definestrategic planningandgoal settingfor the teamwhilesetting ambitiousyetachievableobjectivesaligned with company anddivisiongoals

• Define KPIsthattrack team success across process health, documentation coverage,accuracy,content engagement, and audit readiness

• Provide structured performance feedback, mentor team members in technical and stakeholder management skills, and ensure professional development across all levels

• Foster a culture of accountability, innovation, and continuous improvement

Process Governance & Operational Mapping

• Own the full lifecycle of process creation, optimization, and compliance for CustomerOperations

• Direct large-scale, end-to-end mapping initiatives across multiple departments and customer journeys

• Serve as the business architect for operational process alignment, ensuring readiness for scaling, automation, and product changes

• Partner withteams across the Companyto ensurethatall documentationand processesusedbyCustomer Operationsmeets regulatory and jurisdictional standards

Knowledge & Content Infrastructure

• Define requirementsforknowledgemanagement toolingnecessaryto manage the expanding scope and complexity of Customer Operations ContentManagementneeds

• Ensures thatthe knowledge ecosystem (e.g., Zendesk Guide,Sprinklr,SharePoint)and strategic roadmapsupports day-to-day operations,regulatory alignment,future scaling, and otherstrategic initiatives

• Supportsthe development and QA of customer-facing standard messaging across all operational teams

• Act as the senior point of contact forCustomer Operationsdocumentation architecture, taxonomy, and content lifecycle management

• Partners with Customer Operations Platforms to ensure adherence with data retention standards

• Implements change management and version control protocols that ensure all knowledge content iscontinuously updated and kept current

Cross-Functional Leadership & Planning

• Act as the primary Process & Content representative for CustomerOperationsteams, shaping strategic tooling, automation design, and operational readiness

• Influence product, tooling, and self-service enhancements byrepresentingend-user workflows, business risk, and processinterdependencies

• Lead planning and documentation support foroperationalexpansions, high-impactinitiatives, or compliance-triggered process overhauls

• Represent the teamand division overallin leadership forums, workstreams, and planningmeetings

Audit, Compliance & Risk Mitigation

• Oversee internal and external audit preparations and responses, ensuring all documentation is current, compliant,version controlled, and defensible

• Partner with Compliance and Legal tomaintainauditable controls across all documented areas, especially in high-risk or regulatedjurisdictions

• Proactivelyidentifyand resolve documentation or process risks through cross-functional remediation

• Consistently conduct audits for compliance with various protocols which may require working through others such as QA, Insights & Analytics, BI, etc.

Qualifications

Required:

• Ability to gain andmaintaina gaming license through theappropriatejurisdictionsas a condition of hire and continued employment

• 4+ years of experience in process management, content strategy, or operational enablement, with at least 2 years in a formal people management or leadership role

• Proven ability to lead high-performing teams and build scalable frameworks across multiple lines of business

• Deep understanding of regulated operations, internal control requirements, and process auditing

• Strong analytical, strategic planning, and stakeholder engagement skills

• Exceptionalorganizational,writing and communication skills with an eye for clarity, detail, and usability

• Experience managing large-scale knowledge bases, CMS platforms (e.g., Zendesk Guide,Sprinklr,SharePoint), and standard messaging libraries

• Proven success collaborating withstakeholders across divisions and varying levelsorganizationally 

• Ability to manage multiple priorities under tight timelines whilemaintainingquality.

Preferred:

• Strong preference for experience in the gaming, fintech, or sports betting industries

• Familiarity with knowledge system integrations into self-service platforms, IVRs,and/or AI-powereddigital journeys

• Working knowledge of content tagging, taxonomy systems, and knowledge delivery UX principles