Responsible Gambling Program Manager

San Manuel Band of Mission Indians; Town of Highland (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

San Manuel Band of Mission Indians is seeking a Responsible Gambling Program Manager to coordinate the enterprise Responsible Gambling program and related training initiatives. The role requires guiding compliance, auditing, and policy development to ensure service excellence.

You will lead training efforts, analyze data, and collaborate with leadership and vendors to support enterprise projects and regulatory requirements within a casino environment.

Qualifications

• Bachelor’s degree required.
• 4+ years of experience managing programs or projects (including training programs), preferably in gaming.
• Experience writing policy and procedures is helpful.

Responsibilities

• Oversee the enterprise-wide Responsible Gambling program, compliance, and service to meet regulatory and enterprise standards.
• Direct engagement with guests to promote responsible gambling awareness and provide education on resources.
• Plan, measure, and analyze data to evaluate program quality and effectiveness; manage training and provide feedback to management.
• Coordinate with department leadership and vendors as liaison for projects and trainings.

Skills

Interpersonal skills

Analytical skills

Written communication

Policy writing experience

Project management

Education

Bachelor’s degree

Tools

Microsoft Office

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 thegaming 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.

• Mustdemonstratethe 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 softwarerequired.

• 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 stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees.