The Manager, Customer Engagement will lead Caesars' Service Recovery function, responsible for proactively identifying and recovering customer revenue opportunities created by friction across the customer lifecycle. This role oversees a team dedicated to customer outreach, player reactivation, registration completion, deposit recovery, account reinstatement, and retention of inactive customers. The Manager establishes strategy, operating model, performance metrics, and cross-functional partnerships to improve the customer experience while delivering measurable revenue growth. • Develop and execute the Service Recovery strategy to maximize customer retention and revenue recovery. • Lead a team of Supervisors and Service Recovery Specialists, providing coaching and performance management. • Drive initiatives supporting registration recovery, KYC-to-deposit conversion, high-value prospect activation, failed deposit recovery, source-of-funds assistance, account recovery, and dormant player reactivation. • Develop reporting and analytics to measure conversion, retention, and NGR performance. • Partner with Customer Service, Analytics, VIP, CRM, Product, Payments, Fraud, Risk, and Marketing teams. • Identify root causes of customer friction and implement process improvements. • Bachelor's degree or equivalent experience. • 5+ years in customer operations, customer success, retention, account management, or customer service. • 3+ years of leadership experience. • Strong analytical and reporting capabilities. • Experience managing outbound customer engagement programs. • Gaming, sportsbook, casino, fintech, or digital platform experience preferred. Success Measures • Revenue recovered and retained • NGR contribution • Recovery conversion rates • Dormant customer reactivation rates • Registration-to-deposit conversion rates • Customer satisfaction performance • Reduction of recurring customer friction points