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 i