Customer Success Operations Jobs in Kentucky

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

The Director of Sales and Operations for our KY SGEP site is the day-to-day business owner responsible for leading the site operations and management of the relationship between Scientific Games and the KY Lottery. This role manages our site operation, driving success with our key metrics, provides continuous strategic planning services to the lottery by utilizing our insights and analytics. Responsibilities encompass contract compliance, strategy, delivering proposed services to the customer, P&L management of the operation, holding all personnel accountable to policies and procedures, and ensuring the sites operates in alignment with the core values, mission statement, ethical guidelines, and policies of Scientific Games.

This description is a summary of principal responsibilities and is not intended to include all duties which may be assigned.

Job Duties / Key Accountabilities

• Collaborate with the lottery to develop strategic sales plans based off of analytics that align with the lottery KPIs and drive sustainable growth.
• Foster a culture of collaboration and teamwork across the site to ensure the achievement of business goals and initiatives.
• Work with SG sales team to develop, recommend and execute instant product objectives using the full suite of instant products available from SG to maximize revenues for both lottery and SG.
• Provide financial management, reporting, and accurate forecasting for site P&Ls and capital budgeting.
• Analyze sales data and market trends to identify opportunities for growth and optimization.
• Monitor key performance metrics to assess operational performance and identify areas of efficiency opportunity.
• Provide direction for all areas of the business at the site, according to the contract, in relation to operations, order creation and fulfillment, site maintenance, product development and analytics.
• Develop solutions to reduce costs and increase efficiency to maximize profitability.
• Provide strategic updates and recommendations to senior leadership based on insights and analysis.
• Ensure that the site team is meeting contractual obligations in their respective responsibilities.
• Manage various project schedules while meeting business deadlines and budgets.
• Responsible for development of all personnel reporting directly or indirectly at the site.
• Escalate and follow-up on all customer requests that require additional support and visibility, or affect scope outside of local site.
• Ensure contract compliance.
• Work with government relations team on updated state regulations and guidelines impacting business.

Qualifications / Skills / Knowledge

Required

• Bachelor’s Degree in Business Administration, Management, or related field
• 2+ years of experience managing a team
• 5-8 years of work experience
• Strong leadership skills required
• Financial management, budget development and reporting experience
• Excellent communication skills with the ability to build relationships and influence stakeholders at all levels
• Strong time management skills
• Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions
• Strategic mindset with the ability to develop innovative solutions to complex challenges
• MS Office - Being able to work in Excel, Word, and PowerPoint required

Desired

• 5+ years of experience managing a team preferred
• Experience working in an environment with warehouse and call center operations is a plus
• Experience in the Lottery industry is a plus
• Experience in planning and implementing marketing focus groups
• Experience working for a company selling consumer goods is a plus

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.