Customer Service Manager- Copilot Knowledge Base

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.

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.

• 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.