Platforms Manager

We are seeking a unique individual to oversee the development, integration, and optimisation of the systems and tools used by our front line teams. If you have strong technical expertise, leadership skills, and a passion for enhancing customer experience through innovative system solutions, this is the role for you

**About Us**

At Sportsbet, we’re united behind our purpose to “Bring Excitement to Life” for our 2 million customers (and growing). We do this by over-delivering through our commitment to fun, challenging the status quo and living our values. As part of the Flutter Group, we’re a global player, but in Melbourne, Sydney and Darwin we’re a tight knit group of 1,300 teammates (of which over half are in our Tech and Data Science teams).

We are a significant contributor to the Australian economy through racing and sporting codes and we are committed to having a positive impact in society by supporting our customers, our communities and our employees. Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools.

**About The Role**

Reporting into the Head of Customer Experience & Insights, the Customer Platform Manager sits within the Customer Enablement department within Operations and is a key leadership role that will provide oversight, ensure compliance and optimise our self-service and technology capabilities to drive measurable benefit for our customers, people and business. This role will have two direct reports and will oversee systems (CRM, telephony, case management, chatbot, etc) used by the Customer Service, Safer Gambling and AML teams and the adjacent supporting functions. You will ensure stability of service / operations systems throughout the year, including planning and scaling for seasonal peak periods

Responsibilities Include:

- Set and deliver on the strategy for Ops Technology and Self Service
- Oversee & optimise utilisation of suppliers, including the technical capabilities and resources
- Lead the Customer Platforms Team to drive optimisation of self service and ops platforms.
- Ensure Ops platforms are compliant with all regulations, policies and obligations
- Ensure chatbot approach is aligned to business strategy and that it will deliver exceptional customer experiences
- Play a leading role in utilising customer technology to build connected and effective customer experiences between Ops departments and teams.
- Develop and own regular reporting to surface risks, issues and overall performance of Ops Technology & Self Service
- Provide thought leadership and identify opportunities to deliver value to Ops teams, customers & business

**The Perks**

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, here’s some of our other perks:

- 25 days annual leave (that’s right, a whole extra week)
- Genuine flexible working policy with a $800 work from home office allowance
- Weekly concierge service including free massages, manicure/nail appointments - all onsite
- Daily fresh fruit, free breakfast, sparkling water and Kombucha on tap in the office (did we mention we have a bar fridge for Thursday night drinks?)
- Development budget to send you to conferences, events, courses and other learning opportunities.
- End of trip facilities with an onsite table tennis and pool table
- Access to our Employee Assistance Program and a Circle In membership
- Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5.

**What’s the Green Tick Feeling?**

Well, it’s different for everyone, yet unites us all. It’s the feeling you get when you succeed, no matter what success looks like to you. It could be developing your career, it could working on an industry leading project, or it could be making it to school pick up in time. It's all the little and big things that make you feel like you’re thriving when working at Sportsbet.