Customer Service Manager

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.

Responsibilities

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