Operations Manager - Two Coppers Casino

Tlingit & Haida Gaming Authority; Juneau (AK); On-site; USD 70,000 - 100,000; Full time

Job summary

The Operations Manager at Tlingit & Haida Gaming Authority in Juneau oversees daily gaming floor operations, including slot machines, maintenance, and regulatory compliance. You lead frontline staff, coordinate with departments, and ensure safe, engaging guest experiences while upholding TGRA standards and internal controls.

You'll supervise slot ambassadors, attendants, and technicians, manage shift coverage, train new employees, and report operational issues to management.

Qualifications

• Five (5) years in gaming, hospitality, or customer service operations with knowledge of slot machines.
• Two (2) years in a supervisory or management capacity preferred.
• Ability to obtain and maintain required background checks and clearances.
• Ability to work evenings, weekends, holidays, and extended shifts as required.

Responsibilities

• Provide leadership on gaming floor operations and guest experience.
• Oversee day-to-day floor operations during assigned shifts.
• Maintain slot machine maintenance, repair, and troubleshooting across mechanical/electrical/software aspects.
• Supervise and train slot ambassadors, attendants, and related staff.
• Ensure compliance with TGRA regulations and internal controls.
• Complete shift and incident reports and communicate issues to management.

Skills

Staff supervision

Customer service

Leadership

Regulatory compliance

Operational planning

Education

High school diploma or GED

Bachelor's degree (preferred)

Tools

Slot machines knowledge

Cash handling procedures

TGRA regulations knowledge

Job description

Operations Manager

Department: Gaming

Location: Juneau

Covered Position: Yes

Exemption Status: Exempt

Pay Grade(s): 12-14

Description

Purpose

The Operations Manager is responsible for the daily oversight of gaming floor operations to include the slot operation, maintenance, installation and repair of slot machines, ensuring a safe, engaging, and compliant environment for patrons and staff. This position supervises frontline gaming staff, slot ambassadors and technicians, coordinates with other departments, monitors floor activity, addresses guest concerns, and ensures adherence to Tribal Gaming Regulatory Authority (TGRA) requirements, internal controls, and organizational policies. The Operations Manager serves as a visible leader on the gaming floor and plays a key role in maintaining operational efficiency, customer service standards, and regulatory compliance.

Essential Functions

An individual in this role must be able to perform the following functions with or without reasonable accommodation:

Leadership & Strategy

Floor Operations & Guest Experience

• Ensure games are conducted fairly, accurately, and in compliance with approved rules and procedures
• Oversee day-to-day gaming floor operations during assigned shifts
• Oversee and ensure the proper maintenance, repair and troubleshooting of slot machines, including mechanical, electrical and software components
• Maintain a visible presence on the floor to support staff and engage with patrons
• Address patron questions, disputes, or concerns in a professional and timely manner
• Ensure a welcoming, respectful, and orderly environment

Supervision & Staff Support

• Supervise and train a team of slot ambassadors to ensure all work is completed in a timely, efficient and safe manner
• Supervise floor staff including slot attendants, cage cashiers, and related personnel
• Assign work duties, manage breaks, and ensure adequate floor coverage
• Provide coaching, guidance, and performance feedback to staff
• Assist with training new employees on floor procedures, customer service expectations, and compliance requirements
• Document and report performance issues or policy violations as needed

Compliance & Internal Controls

• Ensure compliance with TGRA regulations, approved internal control standards, and organizational policies
• Monitor adherence to cash handling, game integrity, and security procedures
• Identify and report irregularities, incidents, or potential violations promptly
• Coordinate with Security, Counting Room, and Management while maintaining appropriate separation of duties

Operational Oversight

• Ensure clear and accurate records of all maintenance, repair and installation work is completed on slot machines
• Assist with opening and closing procedures for the gaming floor
• Ensure equipment, supplies, and workstations are properly set up and maintained
• Complete shift reports, incident reports, and required documentation
• Communicate operational issues, staffing needs, or concerns to management

Supervisory Responsibilities

• Direct supervision of assigned gaming floor staff
• Authority to provide input on scheduling, training, and performance evaluations
• Enforces workplace conduct, safety standards, and operational procedures

Requirements

Minimum Qualifications

• High school diploma or GED
• Minimum of five (5) years of experience in gaming, hospitality, or customer service operations with strong knowledge of slot machine components, mechanics and electronics
• Minimum of two (2) years in a supervisory or management capacity preferred
• Ability to obtain and maintain required background checks and clearances
• Ability to work evenings, weekends, holidays, and extended shifts as required

Required Work Card

• Successful Licensing with T&H Tribal Gaming Authority

Preferred Qualifications

• Bachelors degree or higher preferred
• Prior lead experience preferred

Physical Requirements

• Work performed primarily on the gaming floor and requires standing, walking and active engagement for extended periods.

Work Environment

• Certain positions at Tlingit and Haida may have exposure to certain hazardous materials or conditions. The supervisor will review these if applicable.