Responsible Gambling Program Manager

sanmanuel; Highland (CA); On-site; USD 95,000 - 130,000; Full time

Job summary

San Manuel is seeking a Responsible Gambling Program Manager to coordinate enterprise projects within Guest Services and enterprise initiatives. The role oversees the Responsible Gambling program, ensures compliance, and develops training, policies, and audit responses to protect guests and meet regulatory standards.

The position requires a Bachelor’s degree and at least four years of program or project management experience, preferably in gaming, with strong analytical, communication, and

Qualifications

• Bachelor's degree required.
• Minimum of four (4) years of experience managing programs or projects (including training programs) required; preferably in the gaming industry.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

Responsibilities

• Oversees the enterprise-wide Responsible Gambling program, compliance, and service, to ensure results meet regulatory requirements, program requirements, industry standards through practices or expectations set by the department/or enterprise.
• Directly engage with guests to promote responsible gambling awareness and provide education on available gambling resources. Respond to guest inquiries and concerns related to gambling behavior in a professional, empathetic, and confidential manner.

Skills

Interpersonal skills

Analytical skills

Research abilities

Policy writing

Project management

Education

Bachelor's degree

Tools

Microsoft Office 365

Outlook/SharePoint

Audit software

Job description

Under the direction of the Manager, Training - Guest Services, the Responsible Gambling Program Manager is responsible for the coordination of projects for Guest Services and enterprise initiatives. Oversees the Responsible Gambling program and supports the compliance of department functions and behaviors to ensure operational and service excellence. Functions will include Responsible Gaming program oversight, compliance, guest involvement training, and operational related policy and procedure writing, training, observations, auditing, responding to audit findings and meeting presentation and report formation, as necessary.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Oversees the enterprise-wide Responsible Gambling program, compliance, and service, to ensure results meet regulatory requirements, program requirements, industry standards through practices or expectations set by the department /or enterprise.
2. Directly engage with guests to promote responsible gambling awareness and provide education on available gambling resources. Respond to guest inquiries and concerns related to gambling behavior in a professional, empathetic, and confidential manner.
3. Plans, measures, and analyzes data while watching trends and evaluating programs for quality and effectiveness. Manages Responsible Gambling program, training, and provides feedback to management via meetings, collaboration, and reports. Facilitates training, guidance, and direction to team members as necessary to ensure the Responsible Gambling program exceeds industry expectations.
4. Coordinates with department leadership, and vendors as a collaborator, subject-matter-expert, or as acting department/enterprise liaison. Projects may include Information Technology testing, policy revisions, department/enterprise training, and attending conferences.
5. Performs other duties as assigned to support the efficient operation of the department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

Bachelor's degree required.

Minimum of four (4) years of experience managing programs or projects (including training programs) required; preferably in the gaming industry.

Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Must have excellent interpersonal, analytical, research and managerial experience in leading teams on projects.
• Must demonstrate the ability to communicate verbally and in writing throughout all levels of the organization; experience of writing policy and procedures preferred.
• Proficient computer skills including Microsoft Office Suite/365, Outlook SharePoint, and relevant audit software required.
• Project management experience preferred.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

No Driving Responsibilities

Role does not require a driver's license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job. Primary work environment is in a climate-controlled casino setting. Work requires travel to attend meetings, trade shows, and conferences. Incumbents may be required to work evening, weekend and holiday shifts. Must be able to work in a fast-paced, high-demand environment. Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally. Sedentary work: involves standing most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone. Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone. Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility. Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties. Endurance sufficient to sit, walk and sta