Knowledge Management Specialist

Discover What’s Possible at BetMGM Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business. As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include: Medical, Dental, Vision, Life, and Disability Insurance 401(k) with company match Pre-tax spending accounts including health care FSA and commuter savings Flexible paid time off Professional development reimbursement and ongoing skills training opportunities Employee resource groups Swag, ticket giveaways, and more! At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win. About the Role As a Knowledge Management Specialist within the Customer Operations team, you will serve as a critical strategic partner across Customer Care, Risk and Payments, and Fraud Operations. This role supports a diverse set of specialized functions that are integral to our operational success. Each team member functions as a subject matter expert (SME) across multiple domains and owns end-to-end responsibility for the design, documentation, optimization, and governance of critical operational processes. You will drive clarity, efficiency, and scalability by defining process standards, ensuring compliance, managing knowledge systems, and enabling consistent communication across functions. In this high-performance role, you are expected to make informed decisions with wide-reaching consequences and champion operational excellence through collaboration, analysis, and innovation. Key Responsibilities Strategic Process Ownership Assist in process definition, alignment, and optimization across Care, Risk and Payments Operations. Serve as the process owner for multiple operational workflows, driving continuous improvement and consistency. Make high-impact decisions regarding tooling needs, process rollout, and stakeholder alignment in cross-functional environments. Map and maintain end- to -end workflows with full accountability for their design, governance, and accuracy. Information and Content Maintain and evolve a comprehensive knowledge base that supports real-time operations across multiple verticals. Ensure the seamless flow of accurate , up-to-date, and actionable information through standard messaging, internal documentation, and communications tools. Translate complex, technical processes into intuitive reference materials for diverse audiences across Operations. Own standard customer-facing communications for all operational teams, aligning with regulatory, tone, and brand requirements. Operational Enablement & Compliance Drive readiness for internal and external audits through meticulous documentation, real-time updates, and compliance tracking. Administer and enhance content delivery platforms (e.g., Zendesk, Teams, SharePoint) to support scale and usability. Cross-Functional Collaboration & Leadership Partner with Strategy, Product, Tooling, Training and QA teams to influence roadmaps, test operational tools, and close the gap between process design and execution. Collaborate on initiatives that impact technical infrastructure, system logic, user behavior, and communication strategy. Scope & Impact This role requires navigating a highly specialized and evolving environment with the ability to manage ambiguity, deliver cross-functional alignment, and scale with business growth. The Knowledge Management Specialist is a key decision-maker and trusted SME who influences operational strategy at the process and system level. Qualifications 2+ years of experience in operations enablement, content strategy, process design, or internal communications—preferably within regulated industries (e.g., fintech, betting, healthcare, or financial services). Proven experience managing documentation, workflows, or knowledge bases in high-volume, high-complexity environments. Exceptional writing, editing, and content structuring skills. Communications, Technical Writing, Information Management, or related field preferred. Demonstrated ability to independently own projects from strategy through execution while managing shifting priorities. Technologically adept , with experience in systems such as Zendesk, SharePoint, or WordPress; comfortable navigating tool integrations. Analytical and detail-oriented mindset, capable of interpreting operational pain points and transforming them into scalable solutions. Strong cross-functional communication and stakeholder management skills. Bilingual in English and Spanish preferred. Essential Requirements Must be able to sit or stand and operate a computer or similar device for extended periods. Ability to work in a fast-paced, rapidly evolving environment where self-direction and strong judgment are key. Compensation The annual salary range for this position is $50,000.00 - $65,625.00 . Factors which may affect starting pay within this range may include geography/ market , skills, education, experience and other qualifications of the successful candidate . This position is also eligible for participation in a performance-based bonus plan. Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc. Gaming Compliance & Licensing Requirements As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification. In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives. About BetMGM BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Casino, BetMGM Sportsbook, Borgata Online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms. BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants. If you need assistance or accommodation with your application due to a disability, you may contact us at [email protected]. This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time. #LI-REMOTE #LI-JM2