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View More Jobs Customer Service Manager- Copilot Knowledge Base Las Vegas, NV, United States and 1 more (On-site)

WE ARE CAESARS

At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.

Our Mission :

"Create the Extraordinary"

Our Vision :

"We create spectacular worlds that immerse, inspire and connect you. We don't perform magic; we create it with excellence."

Our Values :

"Blaze the Trail, Together We Win, All-In on Service" Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in. Job Summary At Caesars Entertainment, exceptional customer experiences start with operational excellence. As a CS Manager, Copilot Knowledge Base within the Customer Operations Optimization team, you will play a critical role in creating, executing, and continuously improving the content, processes, and AI-powered guidance that support our customer service organization. This role goes beyond traditional knowledge management. You will serve as the owner of operational content strategy, customer communication standards, and intelligent agent guidance, ensuring frontline teams are equipped with clear processes, effective messaging, and real-time support through tools such as Sprinklr Copilot. Success in this role requires a blend of content creation, operational expertise, process design, AI enablement, and stakeholder partnership. You will collaborate across Operations, Product, Compliance, Training, and Technology teams to build scalable solutions that improve agent efficiency, customer outcomes, and overall operational performance. How You Will Create the Extraordinary Enable Operational Readiness Support operational compliance through documentation, audit readiness, and process governance. Create, maintain, and optimize high-quality operational content that supports agents and leaders. Write and manage customer-facing messaging, canned responses, macros, templates, and communication standards across multiple support channels. Develop operational briefs, process documentation, SOPs, decision trees, playbooks, and reference materials that enable consistent execution. Lead AI Knowledge & Agent Enablement Manage and enhance the Customer Operations knowledge base and configure, maintain, and continuously improve Agent Copilot, ensuring teams have access to accurate and actionable information. Create and manage content libraries that power AI-generated recommendations and agent support experiences. Analyze Copilot performance metrics to identify opportunities for improved adoption, efficiency, accuracy, and customer outcomes. Establish governance practices that promote consistency, usability, and knowledge adoption. Drive Process Excellence Evaluate operational challenges and implement scalable solutions that support business growth. Partner with stakeholders to align process changes, tooling enhancements, and operational priorities. Ensure process documentation remains accurate, current, and aligned with business objectives. Collaborate and Influence Work closely with different stakeholders to bridge the gap between process design and frontline execution and ensure processes remain aligned with evolving business and regulatory needs. Identify knowledge gaps and proactively deliver solutions that improve agent performance and customer outcomes. Serve as a trusted advisor and subject matter expert across multiple operational domains, by providing insights into agent experiences and process opportunities. What You Will Need 3+ years of experience in Knowledge Management, Process Improvement, Operations Enablement, Content Strategy, Internal Communications, or a related field. Experience managing documentation, workflows, or knowledge systems within complex operational environments. Exceptional written communication, editing, and content design skills. Strong ability to simplify complex information and create clear, actionable guidance. Experience independently managing projects from planning through execution. Proficiency with platforms such as Sprinklr, SharePoint, Confluence, WordPress, or similar knowledge management systems. Analytical mindset with a passion for identifying opportunities and improving operational performance. Must be able to operate a computer or similar device for extended periods. Comfortable working in a fast-paced, high-growth, and evolving environment with cross-functional ambiguity.

Essential skills:

Technical Writing:

The core competency for distilling complex procedures, technical details, and workflows into straightforward, user-friendly documentation like user guides or SOPs.

Information Architecture:

The structural skill of organizing, grouping, and sequencing content logically so users can easily navigate and absorb information.

Process Documentation & Mapping:

The ability to observe, outline, and standardize workflows step-by-step to remove ambiguity and streamline execution. UX Writing /

Microcopy:

Crafting concise, intuitive interface text (such as tooltips, buttons, and error messages) that guides users seamlessly through tasks.

Brevity and Editability:

The editing skill to ruthlessly strip out fluff, jargon, and passive voice while preserving full context and functional precision.

Instructional Design:

Designing learning materials and step-by-step content tailored to how humans retain and process operational knowledge. Clarity of Thought /

Analytical Synthesis:

The foundational cognitive ability to break down convoluted ideas into their essential, easily digestible components before writing.

Preferred:

Strong stakeholder management and cross-functional collaboration skills. Experience in regulated industries such as gaming, fintech, financial services, healthcare, or technology is preferred. Bachelor's degree in Communications, Journalism, Technical Writing, Business, Information Management, or a related field preferred. Bilingual English and Spanish is a plus.

Skills:

Customer-centric Analytical thinking Resilience, flexibility & agility Leadership & social influence Creative thinking Technological literacy AI & big data Curiosity & lifelong learning Motivation & self-awareness Empathy & active listening Systems thinking The salary range for this position is $84,000.00 - $100,000.00 USD, which is dependent on a several factors including relevant experience, geography, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses. This role includes paid Personal Time Off and paid company holidays. About Us At Caesars Digital, We Don't Just Play the Game — We Set the Standard. As a proud part of Caesars Entertainment, the world's premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence. We believe every Team Member should be treated like royalty because We Are All Caesars . This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers. From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we're building something extraordinary. And we want you to be part of it. Ready to make your mark on the Empire? Explore our open roles and discover how you can help shape the future of gaming. Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

TOGETHER WE WIN

We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER

These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary. As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law. ADA Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals' religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY

Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person's race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class. Apply Now Job Info Job Identification 89544 Job Category Call Center and Reservations Job Schedule Full time Locations 6385 Rainbow 8th Floor (On-site)