Knowledge Management Specialist
Discover What’s Possible at BetMGM
Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.
As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include:
-
Medical, Dental, Vision, Life, and Disability Insurance
- 401(k) with company match
-
Pre-tax spending accounts including health care FSA and commuter savings
- Flexible paid time off
-
Professional development reimbursement and ongoing skills training opportunities
- Employee resource groups
- Swag, ticket giveaways, and more!
At BetMGM , we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.
About the Role
As a Knowledge Management Specialist within the Customer Operations team, you will serve as a critical strategic partner across Customer Care, Risk and Payments, and Fraud Operations. This role supports a diverse set of specialized functions that are integral to our operational success.
Each team member functions as a subject matter expert (SME) across multiple domains and owns end-to-end responsibility for the design, documentation, optimization, and governance of critical operational processes. You will drive clarity, efficiency, and scalability by defining process standards, ensuring compliance, managing knowledge systems, and enabling consistent communication across functions. In this high-performance role, you are expected to make informed decisions with wide-reaching consequences and champion operational excellence through collaboration, analysis, and innovation.
Key Responsibilities
Strategic Process Ownership
-
Assistin process definition, alignment, and optimization across Care, Risk and Payments Operations.
-
Serve as the process owner for multiple operational workflows, driving continuous improvement and consistency.
-
Make high-impact decisionsregardingtooling needs, process rollout, and stakeholder alignment in cross-functional environments.
-
Map andmaintainend-to-end workflows with full accountability for their design, governance, and accuracy.
Information and Content
-
Maintain and evolve a comprehensive knowledge base that supports real-time operations across multiple verticals.
-
Ensure the seamless flow ofaccurate, up-to-date, and actionable information through standard messaging, internal documentation, and communications tools.
-
Translate complex, technical processes into intuitive reference materials for diverse audiences across Operations.
-
Own standard customer-facing communications for all operational teams, aligning with regulatory, tone, and brand requirements.
Operational Enablement & Compliance
-
Drive readiness for internal and external audits through meticulous documentation, real-time updates, and compliance tracking.
-
Administer and enhance content delivery platforms (e.g., Zendesk, Teams, SharePoint) to support scale and usability.
Cross-Functional Collaboration & Leadership
-
Partnerwith Strategy, Product, Tooling, Training and QA teams to influence roadmaps, test operational tools, and close the gap between process design and execution.
-
Collaborate on initiatives thatimpacttechnical infrastructure, system logic, user behavior, and communication strategy.
Scope & Impact
This role requires navigating a highly specialized and evolving environment with the ability to manage ambiguity, deliver cross-functional ali