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[Remote] Director, Risk and Payments Operations

May 11, 2026

Note: The job is a remote job and is open to candidates in USA. BetMGM is a leading online gaming and sports betting company in the United States and Canada. The Director will define and drive the strategy for the Risk, Fraud, Responsible Gambling, and Payments Operations teams, ensuring effective leadership and a customer-centric approach in a contact center environment.

Responsibilities

Craft and execute a comprehensive plan that ensures continuous, uninterrupted contact center operations for all our Risk, Fraud, and Payment teams
Directly manage exempt and non-exempt staff who oversee several hundred contact center agents located across the U.S. and internationally
Define a holistic Risk, Fraud, Responsible Gambling, and Payment Operations strategy with a view toward enterprise systems/structures, handling protocols, required tooling, and rules of engagement between/across organizational teams that aligns to your vision for the player experience for this group
Lead the Risk, Fraud, Responsible Gambling, and Payment Operations teams who provide a critical service to our Players and our Company. This includes manager-level direct reports as well as several hundred indirect reports in multiple international geographies
Partner with key stakeholders including Customer Care, Workforce Management, QA, Training, Product, Compliance, Legal, and others to formulate strategic and tactical plans for the Risk and Payments Operations group
Define and manage to KPIs that assess operational and performance excellence for your teams
Create and manage processes and procedures around accesses on BetMGM platform and safeguard controls around the network
Partner with functions to assess risk regarding new bonus campaigns and providing Risk knowledge and support to the Marketing Operations teams
Using defined KPIs and troves of Company and Player information, make data-driven decisions to lead your business and drive operational efficiency
Ensure compliance with various regulatory requirements, including internal & external reporting, account risk and fraud reviews, responding to regulator and patron complaints before deadline, etc
Build reporting, dashboards, and conduct data analyses as needed by the business
Manage Risk, Fraud, Responsible Gambling, and Payments Operations including KYC processes and procedures while also partnering with internal stakeholders to continually optimize processes related to deposits, cash outs, chargebacks, payment disputes and recovery of funds
Take an active role in BetMGM strategic projects by ensuring Risk, Fraud, Responsible Gambling, and Payment Operations requirements are contemplated
Manage the process of handling compliance issues by utilizing appropriate resources to investigate and resolve matters with minimal customer friction
Minimize potential business losses by challenging disputed transactions (e.g. liaising with the relevant Banks/Payment methods) and improving internal controls where needed
Guide your teams in best practices related to tracking, adapting to, intercepting, and acting upon suspicious and/or suspected fraudulent account activity
Provide Responsible Gaming reviews of customer accounts and ensure operational teams and the business are protected

Skills

***Must be or become licensed through the appropriate Gaming jurisdictions as a condition of hire and continued employment. Based on this role, you may also be required and be eligible to hold more advanced and comprehensive licenses.***
7+ years leading medium-to-large contact centers (e.g. 300 seats or more)
5+ years working in a highly regulated industry with a strong preference for experience in the gaming/gambling industry
5+ years leading Risk, Fraud, and/or Payment Operations teams in a contact center or comparable production environment
Direct experience leading teams across multiple geographies
Advanced experience utilizing various tools and resources within Microsoft Office Suite
Experience leading blended direct and outsourced teams to achieve results
Practical experience with various online marketing incentives
Knowledge and experience of AML, KYC, and SOF best practices
Leadership skills, proven experience of managing teams

Benefits

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!

Company Overview

BetMGM operates as a sports betting and gaming entertainment company. It was founded in 2018, and is headquartered in Jersey City, New Jersey, USA, with a workforce of 501-1000 employees. Its website is https://www.betmgminc.com/.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

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6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

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