Manager, Training and Escalations

Responsibilities

• Own the full lifecycle of Player Support training programs, including onboarding and continuous education
• Design and maintain training materials, roadmaps, and knowledge assessments using Guru and other platforms
• Lead and manage the Training team, including Training Specialists
• Oversee the Escalations team to ensure high-quality, efficient, and compliant case resolutions
• Partner with QA and operational leadership to identify knowledge gaps and translate insights into training improvements
• Monitor performance metrics for both training and escalation functions to drive continuous improvement
• Serve as a point of escalation for complex or sensitive cases

Requirements

• 4+ years of experience in Customer Support, Training, QA, or operational leadership in a contact center
• 3+ years of experience managing a training function and designing curriculum
• Experience managing team performance, coaching, and disciplinary actions
• Proficiency with Salesforce, Guru, or 1Huddle
• Strong analytical skills to translate performance data into actionable improvements
• Ability to work in-office at least 2 days per week

Preferred Qualifications

• Bachelor’s degree in Business, Communications, Education, or a related field
• Familiarity with iGaming, online casino, or sportsbook operations

About the Company

Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, operating brands such as BetRivers.com, PlaySugarHouse.com, and RushBet.co.