Casino Slots & Arcade Performance Manager

Norwegian Cruise Line Holdings Ltd.; Miami (FL); On-site; USD 150,000 - 190,000; Full time

Job summary

Norwegian Cruise Line Holdings Ltd. is seeking a seasoned technology and operations leader to manage casino slots, table games, cage systems, and arcade operations across the fleet.

You will oversee daily technical operations, performance analytics, projects, and vendor relationships to maximize reliability, compliance, and revenue. This role also includes leading newbuild and dry dock projects, developing data-driven business cases, and coordinating with shipboard teams to ensure on-time

Qualifications

• Minimum 5 years of experience in slot performance at a management level.
• Strong knowledge of casino operations, game math, RNG, and payout behavior.
• Experience leading cross-brand casino/arcade technology projects and vendor relations.

Responsibilities

• Analyze slot and arcade performance metrics, industry benchmarks, and trends to identify revenue opportunities.
• Develop data-driven business cases and actionable recommendations for product and operational improvements.
• Lead planning and execution of slot/arcade equipment installations and upgrades fleet-wide.
• Develop executive dashboards, KPI reports, and presentations for performance communication.
• Coordinate with shipboard teams, procurement, and vendors to ensure timely sourcing of parts.
• Provide technical leadership and vendor management to ensure high-quality service.
• Oversee sourcing, procurement, and distribution of arcade equipment and prize programs.
• Monitor compliance with gaming regulations and internal controls; drive process improvements.
• Conduct shipboard visits and performance reviews; partner with onboard leadership for corrective actions.

Skills

Casino operations

Vendor management

Data analysis

Executive dashboards

Regulatory compliance

Education

Bachelor's degree or equivalent

Tools

Tableau

Microsoft Excel

PowerPoint

Job description

GROW YOUR CAREER WITH US

At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we're continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

Job Summary

• Leads technical strategy and operational performance for casino slots, table games, cage systems, and arcade operations across multiple brands. Oversee daily technical operations, performance analytics, project execution, vendor management, and cross-functional support to maximize equipment reliability, system availability, compliance, and revenue performance.
• Serves as the primary technical lead for all casino and arcade newbuild and dry dock projects, ensuring successful planning, implementation, testing, and commissioning.
• Uses performance data to identify revenue opportunities, evaluate new technologies, and drive operational improvements.
• Oversees sourcing, procurement, lifecycle management, and vendor relationships for arcade equipment and prize programs, ensuring cost efficiency, strong vendor performance, and alignment with business objectives and guest satisfaction.

Position Responsibilities

• Analyze slot and arcade performance metrics, industry benchmarks, and operational trends to identify revenue growth opportunities, improve operational efficiency, and enhance the guest experience.
• Develop data-driven business cases and actionable recommendations for product enhancements, game mix optimization, and operational improvements.
• Lead the planning, coordination, and execution of slot and arcade equipment installations, relocations, conversions, and upgrades across the fleet, ensuring projects are completed on schedule and within scope.
• Develop executive dashboards, KPI reports, and presentations to communicate operational performance, project status, and strategic recommendations.
• Maximize equipment availability and reliability by coordinating with shipboard teams, procurement, and vendor partners to ensure the timely sourcing and deployment of spare parts, replacement components, and technical resources.
• Provide technical leadership and operational support to Fleet Slots Technical Managers and Slot Managers, resolve complex equipment issues and managing vendor relationships to ensure high-quality service delivery.
• Oversee the sourcing, procurement, inventory management, and distribution of arcade equipment and prize programs, aligning offerings with guest preferences, inventory objectives, and budget targets.
• Monitor compliance with company policies, gaming regulations, and operational procedures while identifying and implementing continuous process improvements.
• Conduct shipboard visits, operational assessments, and performance reviews, partnering with onboard leadership to develop and execute corrective action plans.
• Collaborate with slot technical teams to ensure slot machines, table game systems, and video gaming equipment comply with established controls, regulatory requirements, and company standards.

Education

Bachelor's Degree or any equivalent combination of relevant background and work

Experience

Minimum 5 years of experience in slot performance is required at a management level

Knowledge & Skills

• Comprehensive knowledge of casino slot machines and arcade equipment operations, with a strong understanding of the mathematical principles underlying game functionality, including payout percentages, probability, random number generation (RNG), game performance, and overall equipment operation.
• Technical expertise in slot machines and arcade equipment, with strong knowledge of maintenance, troubleshooting, diagnostics, and repair processes. Skilled in identifying equipment issues, analyzing root causes, and communicating effective technical solutions. Collaborates with technicians, vendors, and operations teams to provide technical guidance, support decision-making, and ensure timely issue resolution through technical oversight rather than hands-on repair.
• Demonstrated strength in project and vendor management, with proven ability to coordinate cross-functional initiatives, build strong partnerships, drive service excellence, and resolve complex operational and technical issues through effective collaboration and problem-solving.
• Excellent communication, organizational, and stakeholder management skills with ability to collaborate across shipboard and shoreside teams, coordinate cross-functional initiatives, and support operational excellence and project execution.
• Advanced proficiency in Microsoft Excel, including PivotTables, Power Query, advanced formulas, data modeling, and analytical reporting to support business intelligence, operational decision-making, and revenue optimization.
• Experience utilizing data visualization and business intelligence tools, including Tableau (preferred), to develop dashboards, analyze performance trends, and deliver actionable insights for executive decision-making.
• Strong analytical and problem-solving skills with the ability to interpret complex performance data, identify trends and business opportunities, and develop data-driven recommendations that improve operational performance, optimize revenue, and support strategic decision-making.
• Proficient in Microsoft PowerPoint, with experience creating and delivering professional presentations that effectively communicate data analysis, operational insights, and strategic recommendations to management and cross-functional stakeholders. Skilled at translating complex technical and business information to clear, visually engaging presentations that support informed decision-making.
• Strong knowledge of casino regulatory compliance, internal controls, and operational procedures, ensuring adherence to gaming regulations, operational integrity, audit readiness, and consistent compliance.

About NCLH

Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.

Learn More About Our Company

• At a Glance
• Brand Overview
• Norwegian Cruise Line
• Oceania Cruises
• Regent Seven Seas Cruises
• New Releases

Equal Opportunity Employer

It is Norwegian Cruise Line Holding's policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.