Customer Service Manager- Technical Support

At Caesars Entertainment, exceptional customer experiences start with operational excellence. As a CS Manager, Technical Support within the Customer Operations Optimization team, you will be the primary owner of the Service Cloud Platform for Caesars Digital. You will ensure the day-to-day health of the solution, managing everything from user permissions and workflow configuration to complex integrations that empower our customer service agents to deliver world-class support. This role is responsible for transforming customer service data into actionable insights while ensuring the technology that supports those insights remains reliable, scalable, and aligned with business needs. Serving as the primary liaison between internal stakeholders and external software vendors, the role manages vendor relationships, oversees system configurations, coordinates and tracks IT support requests, and helps troubleshoot technical and operational issues. The CS Manager, Technical Support also develops and maintains process documentation, ensures best practices are followed, and identifies opportunities to improve system functionality, workflows, and the overall user experience. The ideal candidate combines technical expertise, strong organizational skills, and a passion for enabling outstanding customer service through technology.