iGaming Player Operations Support Manager

We are NeoPollard Interactive. Digitally born, player-focused, and proudly powering the most profitable iLottery programs in North America through our interactive games, powerful gaming systems, and comprehensive suite of player services.
We are innovative. From inception, innovation has been the core of NPi. As one of the first iLottery platform providers in North America, we laid the groundwork - helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth.
We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.
We are industry experts. Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology, top-performing game content, and innovative and comprehensive iLottery services.
We are NPi. Join us.

WHAT YOU WILL DO

We're looking for a dynamic, results-oriented leader with responsibility for the daily operations of the iGaming contact center, compliance and daily business operations. As the iGaming manager, you will be responsible for ensuring the company maintains key SLAs with our customers, delivering ongoing reporting dashboards with insights and ensuring all employees are fully informed and trained and delivering with the highest integrity. You will support the Associate Director, Player Services & Operations in day-to-day operations and serve as the primary point for escalations. You will direct the I Gaming contact center to reflect industry best practices and lead continuous improvement efforts to exceed our customers' and players' expectations.

The successful candidate will be able to build web content using existing platforms like WordPress, dotCMS, and creating custom content within our platform.

This position can be hybrid in Lansing, MI or remote in the U.S. or Canada. Preferably in EST.

ACCOUNTABILITIES

• Meet monthly key iGaming Contact Center performance goals for customer satisfaction, quality, productivity and key performance indicators (KPIs); including maintaining contractual Service Level Agreements for clients.
• Accomplish iGaming Contact Center human resource objectives through oversight of recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Ensure all departmental operations are completed timely and within defined objectives, create models and projections to maintain and forecast needs requirements as necessary
• Maintain and improve iGaming Contact Center operations
• Maintains professional and technical knowledge
• Establishing a stand-alone VIP Department within Casino brands.
• Constantly monitoring conversion from total registrations as well as ensuring a solid retention plan for returning players.
• Cross-Department Communication - Ensuring any changes that could affect other departments are clearly communicated/documented.
• Outbound Campaign Management: Creation & Implementation of Outbound Campaigns
• Recognize and provide insights on business trends, barriers, risks, and opportunities that may impact the business within the online casino/sportsbook environment.
• Work closely with the casino/sportsbook team to identify & maximize the profitability of all online campaigns across all customer life stages & identify trends through strong analysis, planning, and execution.

RESPONSIBILITIES

• Determine iGaming Contact Center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses contributing information and analysis to achieve organizational strategic plans and reviews
• Report, analyze, and resolve all system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences; Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT specialists, and all other areas of the company to facilitate problem solving
• Create models and projections to maintain and forecast needs requirements as necessary; Engage in structured problem solving to identify root causes, eliminate recurring issues, and ensure clear communication of expectations to team and management; Accomplishes organization goals by accepting ownership for accomplishing new and different requests; Explores opportunities to add value to job accomplishments
• Monitor system performance; identify and resolve problems; prepare and complete action plans; manage system and process improvement and quality assurance programs; install upgrades
• Track emerging trends in iGaming Contact Center operations management; attend educational workshops; review professional publications; establish personal networks; benchmark state-of- the-art practices; participate in professional societies
• Ensure processes and procedures are clearly documented, regularly reviewed by department, and updated as required Assist in audit facilitation and maintains evidence of audit controls and logs for compliance purposes
• Utilize workforce management solutions to develop and maintain proper staffing models; Engage in personal and team improvement activities; implement improvement within the scope of role or submit improvement recommendations to upper management that are outside the normal scope of the role; Set personal and team performance goals and lead team meetings to motivate personnel to reach performance objectives
• Responsible for customer acquisition, conversion, and retention, with a focus on revenue generation, Budgets, business plans, marketing plan, and economic follow-up for the brand(s), together with any other reporting.
• Stay informed and current by researching market trends, competitor campaigns, promotions, communication, and share that knowledge with the team.
• Coordination of relationships between the iGaming and other central teams including CRM, content, product teams, etc.
• Take lead on external activities regarding VIP-treatment
• Effective handling of all incoming incidents and service requests according to the agreed process
• Other duties as assigned

WHAT YOU WILL BRING

• 3+ years of technology industry experience overseeing, operations, contact center and compliance functions. Minimum of 5 years' experience in a people leadership managing HR issues (development, performance management, hiring, terminations, corrective actions, etc.) is required
• Deep experience with contact center systems (e.g. Avaya, Cisco, NICE, Verint, Salesforce, etc.) Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs and KPIs required.
• Proven ability to develop and manage operational budgets.
• Computer Skills: Advanced skills with suite of Microsoft products including Outlook, Word,Visio, Power Point and Excel
• Excellent communication skills

• Ability to provide positive/negative coaching feedback with an emphasis on skills development
• Solid technical background with understanding and/or experience in developing and delivering products within the iGaming industry.
• Focused on continuous process improvement, including keeping it simple
• Excellent communication skills with a keen ability to manage the requirements, both internal and external to the business.
• A strong work ethic and perseverance is necessary to succeed in a dynamic, fast-moving and results oriented environment.
• Up to 15% business travel may be required

WHY WORK AT NPI?
We hire the best.

We prioritize innovation.

We support and empower our team.

Join us as we continue to shape the future of the iLottery industry by delivering players' favorite games across all channels and driving outstanding returns for good causes. Our team member benefits include...

• Comprehensive Health, Vision, and Dental Insurance

• Life Insurance & AD&D Insurance

• 401K Savings Program (With Competitive Corporate Matching for U.S. Employees)

• Paid Vacation and Personal Time

• Parental leave policy that includes 12 weeks for birth, adoption or fostering

• Wellness and Employee Assistance Program (EAP) from Ulliance Life

• Company-Provided Laptop and Cellphone

• Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)

• Quarterly Company Performance Bonus Program for All Employees Who Have Completed Six Months of Continuous Service

ABOUT NEOPOLLARD INTERACTIVE

Born in the digital domain, NeoPollard Interactive LLC ("NPi") is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online, NPi helped pioneer the successful introduction of iLottery in the U.S. and is North America's proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology, a full suite of managed services, and the industry's top-performing game content as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)-both globally recognized industry leaders-NPi powers the most profitable iLottery programs. Visit us at www.neopollard.com.

Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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