Remote New

Knowledge Management Specialist

BetMGM
life insurance, paid time off
United States, New Jersey
Aug 11, 2025
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". 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 Assist in 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 decisions regarding tooling needs, process rollout, and stakeholder alignment in cross-functional environments. Map and maintain end-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 of accurate, 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 Partner with 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 that impact technical 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 alignment, and scale with business growth. The Knowledge Management Specialist is a key decision-maker and trusted SME who influences operational strategy at the process and system level. Qualifications 2+ years of experience in operations enablement, content strategy, process design, or internal communications-preferably within regulated industries (e.g., fintech, betting, healthcare, or financial services). Proven experience managing documentation, workflows, or knowledge bases in high-volume, high-complexity environments. Exceptional writing, editing, and content structuring skills. Communications, Technical Writing, Information Management, or related field preferred. Demonstrated ability to independently own projects from strategy through execution while managing shifting priorities. Technologically adept, with experience in systems such as Zendesk, SharePoint, or WordPress; comfortable navigating tool integrations. Analytical and detail-oriented mindset, capable of interpreting operational pain points and transforming them into scalable solutions. Strong cross-functional communication and stakeholder management skills. Bilingual in English and Spanish preferred. Essential Requirements Must be able to sit or stand and operate a computer or similar device for extended periods. Ability to work in a fast-paced, rapidly evolving environment where self-direction and strong judgment are key. Compensation The annual salary range for this position is $50,000 to $65,625. 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.