Rush Street Interactive
Assistant Manager, Training and Escalations
New Jersey · Senior
Sponsorship not specified$70k-$80kDetected 56 days ago
SalesforcePerformance ManagementLeadershipCommunicationCollaborationMentoringOrganizational Skills
About the role
- Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, currently operating real-money gaming with our brands: BetRivers.com, PlaySugarHouse.com, and RushBet.co.
- The pay range reflects potential variations in experience, skills, and location.
- We like proactive team members and strive to have a company of self-disciplined professionals who enjoy collaboration, having fun, and of course, achieving together what others believe to be improbable.
Responsibilities
- Lead and manage the Training team, including Training Specialists and Training Specialist, ensuring effective facilitation, curriculum ownership, and day-to-day execution
- Actively performance manage new hires who are not meeting Foundational Period expectations, delivering structured coaching, documented feedback, and escalating when necessary
- Partner with QA and operational leadership to proactively identify knowledge gaps, workflow breakdowns, and agent decision-making trends, translating those insights into targeted training improvements
- Drive data-informed improvements to training efficacy using assessment results, QA scores, and early tenure performance indicators
- Collaborate cross-functionally with QA, Escalations, and Player Experience leadership to ensure training priorities reflect business and operational needs
- Oversee the Escalations team in partnership with Escalations Leads, ensuring agents are delivering complex case resolution with quality, accuracy, and efficiency
- Support Escalations Leads in day-to-day team management, coaching, and performance oversight of Escalations Agents
- Maintain alignment between the Escalations and Training functions, ensuring Escalations-driven insights feed back into training content and agent development
- Strong written and verbal communication skills with the ability to engage effectively across frontline agents, leads, and senior leadership
- Highly organized with strong attention to detail and the ability to manage multiple priorities in a fast-paced, evolving environment
Requirements
- 4+ years of experience in Customer or Player Support, Training, QA, or operational leadership within a contact center or similar environment
- Strong understanding of contact center workflows, escalation processes, performance management frameworks, and early tenure development
- Proficiency with or ability to quickly learn 1Huddle, Guru, and Salesforce
Nice to have
- Familiarity with iGaming, online casino, or sportsbook operations is a plus
Compensation
- $70,000 - $80,000 USD
- What Makes Us Great:
- Comprehensive compensation
- Work-life balance initiatives
- Autonomy - we embrace personal freedom and responsibility
- Creativity - we are open to new ideas of how we can be better
Benefits
- Discretionary annual company bonus (Eligibility Varies by Role)
- Comprehensive medical coverage (HSA & FSA plans), dental, and vision insurance
- Paid Time Off (Eligibility Varies by Role)
Company info
- Creativity - we are open to new ideas of how we can be better
Equal opportunity
- Rush Street Interactive is an equal opportunity employer and committed to a diverse and inclusive workplace.
Visa & Work Authorization
- identity and expression, marital status, family status, lifestyle, age, culture, religion, military and veteran status, citizenship, or disability
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This listing is sourced directly from Rush Street Interactive's careers page and normalized into a canonical job model.