Cage & Vault Operations Manager - Service & Compliance

PENN Entertainment, Inc.; Hobbs (NM); On-site; USD 55,000 - 75,000; Full time

Job summary

PENN Entertainment in Hobbs, NM seeks an experienced supervisor to lead Player Services, Cage, and Vault teams. You will manage schedules, enforce controls, and ensure compliance with AML requirements while delivering exceptional guest service and accurate transactions.

The role requires strong leadership, financial awareness, and the ability to coordinate with Marketing and other departments on programs and promotions. This position supports a fast-paced casino environment.

Qualifications

• Bachelor's degree or four years of related experience in customer service, gaming, or supervisory roles.
• Proficient in Microsoft Office and internal Cage/Player Services systems.
• Excellent communication, organization, and problem-solving abilities.
• Ability to manage shifting schedules and ensure compliance with controls.

Responsibilities

• Supervise, manage, schedule, and direct team members in Player Services, Cage, and Vault operations.
• Develop and monitor departmental goals, performance, guest service, compliance, and financial objectives.
• Create schedules to cover staffing, control labor costs, and support guest satisfaction.
• Enforce procedures for Cage, Vault, and Player Services in line with policies and AML requirements.
• Maintain records and ensure transactions are properly authorized and stored.
• Review reports, investigate discrepancies, and escalate issues promptly.
• Maintain segregation of duties, system access, and dual-control procedures to safeguard assets.
• Oversee security and integrity of cage vault assets and funds.
• Review and approve documentation within authorization levels.
• Ensure CTR, SARC and AML compliance, training and record retention.
• Monitor suspicious activity and escalate to Compliance.
• Respond to requests from auditors and regulators and assist investigations.
• Ensure compliance with all laws and report potential concerns to management.
• Oversee transactions and guest support, including ticket redemption and payments.
• Resolve or escalate guest disputes consistent with controls and service standards.
• Promote PENN Play program and assist with player accounts.
• Coordinate with Marketing and other departments for programs and promotions.
• Oversee use of Cage and Player Services systems and handle outages.
• Manage supply and equipment inventories for safe, accurate operation.

Skills

Supervisory experience

Customer service orientation

Analytical skills

Verbal & written communication

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

PENN Entertainment in Hobbs, NM seeks an experienced supervisor to lead Player Services, Cage, and Vault teams. You will manage schedules, enforce controls, and ensure compliance with AML requirements while delivering exceptional guest service and accurate transactions.

The role requires strong leadership, financial awareness, and the ability to coordinate with Marketing and other departments on programs and promotions. This position supports a fast-paced casino environment.