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Operations Associate

1 month ago

Jersey City, United States Lotto.com Full time

Who we are 

Headquartered in Jersey City, New Jersey, Lotto.com is the first digital platform for ordering official state lottery draw and scratch games on both mobile and web-based platforms. Lotto.com helps the lottery contribute incremental funds to state-run programs across education, parks, emergency responders, veterans' health, and other important services. With a customer base exceeding 2 million, we are currently available in eight states, with ambitious plans to extend our presence to more states in the near future.

In line with our commitment to revolutionizing the lottery landscape, we prioritize fostering career development. At Lotto.com, we offer hybrid opportunities for some of our roles, providing a flexible work environment. We aim to create a space where you can truly grow, both personally and professionally, contributing to a dynamic and forward-thinking workplace. In addition, we offer competitive compensation packages to recognize and reward your skills and contributions.


What's the role?

The Operations Associate will play a crucial role in ensuring a strong and stable customer experience and reliability of our platform, by effectively managing and resolving incidents, minimizing downtime and implementing preventative measures. Responsibilities include first-level incident response, coordination of incident resolution, maintaining incident and post-incident documentation, and completing analysis to ensure there is continuous improvement. The ideal candidate will effectively work and collaborate cross-departmentally.


What you'll do:

  • Monitor services to identify incidents before they reach customers (such as Brokering Alerts channel, Data-Dog software, etc.), and collaborating with other teams to continuously improve monitoring capabilities.
  • Implement incident management protocols and playbooks with US Product, Production, and Customer Service - in connection with the Operations Excellence Manager to ensure relevant teams are properly trained.   
  • Provide first Level Support to Production teams that are experiencing incidents & issues - prioritizing, diagnosing, and traffic-managing the problem - including raising of preliminary tickets. Acting as a central point of contact for Production related incident inquiries.
  • Collaborate with technical and non-technical stakeholders to ensure a unified and efficient response to incidents.
  • Manage the incident follow-ups as required - for example, clarifying plan of action, facilitating crediting and contacting impacted customers.
  • Progressively improving understanding of technology & operations to be able to support solutions at first contact.
  • Ensure incidents at Lotto.com are analyzed to the point of RCA (Root Cause Analysis) and learnings - with the goal of incrementally improving operational performance and reliability.
  • Deliver a monthly incident report to the Head of Central Operations - clarifying business impacts & costs, the root cause, and lessons learned.
  • Foster a culture of incident understanding, awareness and preparedness within the organization through training and education initiatives - in connection with the Operations Excellence Manager
  • Support Operations Excellence Manager with SOP documentation, training guides and resource materials, as needed
  • Support Central Operations and Production teams as required, such as with Evaluations, ad-hoc projects, and production fulfillment during high peak periods.


What you need:

  • Excellent command of the English language
  • Ambitious drive, strong individual contributor and team player
  • Affinity for technology and a can-do attitude
  • Familiarity with G-Suite tools and E-commerce platforms


What you’ll get:

  • Full-time position
  • Competitive salary
  • Performance-based bonuses
  • Future equity in the company
  • Awesome working environment
  • Paid time off
  • Health benefits
  • Team events


Lotto.com does not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, physical or mental ability, veteran status, military obligations, and marital status. If you feel that you are qualified for this position, we encourage you to submit an application.