Customer Operations Instructional Designer - BetMGM

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

As a Customer Operations Instructional Designer - BetMGM you will be responsible for collaborating with subject matter experts across Customer Care, Risk, Fraud, and Payments to design and develop engaging, role-specific learning materials for both new hires and tenured employees.

Reporting to the Customer Support Team Manager you will be part of the Support Services Team, who will create eLearning modules, job aids, instructor-led training (ILT) materials, and other instructional content using Articulate Storyline, Articulate Rise, and Microsoft Office tools.

What you will do

• Assist in the implementation and maintenance of training programs within the learning management system.
• Apply instructional design principles and adult learning theories to ensure effective knowledge transfer. Stay up to date with Instructional Design market and industry changes.
• Conduct needs assessments and analyze learning gaps to inform content development.
• Review and revise existing training materials to ensure accuracy, relevance, and alignment with learning objectives.
• Support the evaluation of training effectiveness through feedback, assessments, and performance metrics.
• Maintain organized documentation and version control of all training assets

Qualifications

• Minimum of 2+ years of experience designing training content in a professional setting.
• Proficiency with Articulate Storyline and Articulate Rise.
• Familiarity with LearnUpon LMS or similar learning management systems (preferred).
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Previous experience in a contact center or customer operations environment is highly desirable
• Portfolio or work samples demonstrating instructional design capabilities (required for interview process).

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.