Senior Director, Customer Relations

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

Job Description

Management and Leadership:

• Oversee the day-to-day operations of the Account Services group.
• Provide ongoing training and development for the Account Services team.
• Collaborate with Regional Vice Presidents (RVPs) and the SGEP group on product planning and strategy execution.
• Ensure production schedules align with capabilities and that forecasts are up to date and accurate.
• Approve paid time off (PTO) requests for Managers.
• Ensure both internal and external customer needs are met or exceeded with accurate and timely game specifications.
• Other duties assigned

Customer Relations and Account Management:

• Maintain strong relationships with key clients, ensuring their needs are met by Director Customer Relations
• Deliver regular status reports to the VP of Game Creation.
• Support the preparation of proposals and bids.
• Travel to customer sites for key meetings and relationship-building activities.
• Act as a liaison between departments to ensure smooth workflow and process adherence.

Process Improvement and Documentation:

• Document and update all ISO training materials and maintain ISO manuals.
• Translate analytical research findings and strategic initiatives into actionable game plans, designs, and prize structures.
• Ensure the department adheres to SG’s best practices and continuously seeks process improvements.

Qualifications

Education

College degree preferred.

Years of Related Experience

Years of experience 5 to 7 years

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses.   As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 
 

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.