Senior Vice President of Operations (760041)

Job Overview

Job Description

Manage Player Engagement, and Hospitality Management leads and integrates operational strategy across a portfolio of licensed video gaming establishments. Oversee the performance and compliance of distributed gaming operations, develop and implement high-impact player engagement strategies, and optimize hospitality standards to drive customer satisfaction and revenue growth including business development and gaming product sales in USA, Canada & Mexico. As Part of the management team responsibilities involving ensuring that operations are in total alignment with Illinois Gaming Board (IGB) regulations and protocols. Oversee the operational performance of all gaming locations, including revenue generation, machine utilization, and uptime as well as implementation and management of revenue gaming machine footprint in multiple casino markets. Implement best-in-class operational controls to ensure consistency, quality, and profitability. Manage relationships with Terminal Operators (TOs), landlords, and vendors establishing key product distribution partnerships for gaming markets. Monitor KPIs including net terminal income (NTI), hold %, average coin-in, and downtime reports. Ensure all gaming operations are fully compliant with IGB regulations, including responsible gaming, AML/BSA protocols, and surveillance requirements and manage Machine Route operations in regulated Video Lottery Terminal (VLT) market. Oversee incident reporting, suspicious activity monitoring, and staff training on compliance. Lead internal audits and liaise with external legal and compliance advisors as needed including Compliance & Risk Management practices and Player Engagement & Loyalty as well as Strategic & Financial Oversight focused on improving operational business profitability and efficiency. Lead strategy for player retention, reactivation, and acquisition through targeted loyalty programs, promotions, and CRM tools. Design and implement a centralized rewards program across all venues. Partner with marketing and data analytics teams to leverage player insights and behavioral trends. Ensure on-site staff are trained in delivering superior guest service and managing VIP experiences. Elevate hospitality standards across venues, aligning gaming, food & beverage, and ambiance with a cohesive customer journey. Lead development and rollout of service protocols, staff appearance, and training programs. Oversee the measurement of guest satisfaction (e.g., NPS, mystery shopper programs) and drive service improvements. Monitor and enhance ancillary revenue streams (e.g., food & beverage sales) in alignment with gaming performance to include organizing monthly reviews with terminal operator partners, implementing recommendations regarding what game and machine conversions, game math holds and RTP paybacks changes to be made across all locations. Lead multi-departmental teams including gaming ops, hospitality, marketing, and field services. Develop and manage operational budgets, forecasting, and P&L oversight. Present performance dashboards and strategic plans to executive leadership and stakeholders. Guide acquisition and new site development strategies in coordination with business development.
Requires four (4) years of experience in the job offered or a related occupation. Experience must have been gained working in the gaming industry specifically and including business development and gaming product sales in USA, Canada & Mexico; Establishing key product distribution partnerships for gaming markets; Implementation and management of revenue gaming machine footprint in multiple casino markets; Machine Route operations Management in regulated Video Lottery Terminal (VLT) market with focus on improving business model, finance, cashflows and utilization/investment to improve revenue, operating efficiencies and valuation of the business; Management and operations in distributed gaming market space including Compliance & Risk Management practices and Player Engagement & Loyalty as well as Strategic & Financial Oversight focused on improving operational business profitability and efficiency; and Use of strategic machine operational and footprint optimization skills to optimize, and manage machine game performance across all locations to include organizing monthly reviews with terminal operator partners, implementing recommendations regarding what game and machine conversions, game math holds and RTP paybacks changes to be made across all locations.
Please copy and paste your resume in the email body (do not send attachments, we cannot open them) and email it to candidates at placementservicesusa.com with reference #760041 in the subject line.

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