Senior Director of Operations

Light & Wonder; Raleigh (NC); Hybrid; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Senior Director of Operations to lead key operational areas such as customer support and supply chain management. This role requires a strategic leader who can foster a high-performance team environment while driving continuous improvements. With a focus on enhancing customer experience and operational efficiency, the ideal candidate will leverage their extensive experience in management and operations. If you are passionate about leading teams and implementing effective strategies in a dynamic environment, this opportunity could be your next career move.

Qualifications

• 8-12 years in management roles within Operations.
• Strong understanding of safety-first culture and customer focus.

Responsibilities

• Manage operations processes from order management to product delivery.
• Drive quality improvements and enhance customer experience.

Skills

Management

Operations

Customer Support

Lean Six Sigma

Inventory Control

Communication

Team Building

Education

Bachelor's degree in Business

Bachelor's degree in Operations Management

Bachelor's degree in Engineering

Bachelor's degree in Finance

Tools

ERP systems

Microsoft Office

Job description

Position Summary

In anticipation of closing our recently-announced agreement to acquire the charitable gaming business of Grover Gaming (https://grovergaming.com/), Light & Wonder (https://www.lnw.com/) is expanding its team to deliver industry-leading games, culture, and results. This new business will enhance Light & Wonder's leadership across Gaming, Social, iGaming, and Charitable Gaming channels. Grover Gaming is a high-performing, culture-first organization, and we are excited to leverage L&W's extensive content portfolio to surpass customer and player expectations.

This role is based in Raleigh, North Carolina, with a hybrid work model (preferably Monday-Thursday) and is contingent on the acquisition closing, currently planned for early May.

Senior Director of Operations

The Senior Director of Operations manages key operational areas, including Charitable Customer Support, Development Operations Support (DOS), Supply Chain, and Field Service Operations. The role involves developing, aligning, and executing warehousing, fulfillment, distribution, and field support strategies to meet business demands and improve customer experience. This position provides strategic leadership for multiple warehouse locations, field operations, and customer support, applying accountability standards based on key metrics, implementing continuous improvements, and fostering team development and recognition.

Essential Job Functions

• Understand and promote the company's Mission, Vision, and Values (MVV).
• Oversee operations processes from order management to product delivery.
• Foster a high-performance team environment, setting high standards and developing key talent.
• Conduct regular performance reviews with Field Services Leaders.
• Drive quality improvements and enhance customer experience.
• Collaborate with Field Services, Supply Chain, and Hardware teams to resolve issues and pursue continuous improvement.
• Maintain inventory control across all locations, including inbound receiving, storage, tracking, cycle counting, and shipping.
• Partner with HR on employee management, policy adherence, hiring, and talent planning.
• Lead the rollout of processes, policies, technology, and new warehouse sites.
• Coordinate communication among teams to ensure seamless implementation of changes.
• Identify and standardize best practices and SOPs across the organization.
• Monitor and report on KPIs monthly and quarterly.
• Contribute to strategic planning and long-term initiatives.
• Support continuous process improvement initiatives, including Lean Six Sigma methodologies.
• Analyze processes and data to identify root causes and recommend solutions.

Qualifications

Training and Experience

• 8-12 years in management roles within Operations.
• Strong safety-first culture understanding.
• Customer-focused with a high-efficiency mindset.
• Knowledge of financial impacts of KPIs.
• Experience in shipping, inventory control, and continuous improvement (Lean Six Sigma).
• Hands-on management style, results-oriented, with team-building skills.
• Experience with financial statements and daily operations.

Knowledge, Skills, and Abilities

• Excellent organizational and multitasking skills.
• Attention to detail and record accuracy.
• Effective written and verbal communication.
• Proficiency in ERP systems and Microsoft Office.

Education

Bachelor's degree in Business, Operations Management, Engineering, Finance, or related fields.

Physical Requirements

Regular sitting, standing, walking, bending, manual dexterity, computer use, and visual focus are required. Accommodations can be provided as needed.

Work Conditions

Typical of similar roles; may involve regulatory or licensing requirements due to gaming industry regulations.

Note: This description is not exhaustive. Additional responsibilities may be assigned as needed.

Equal Opportunity Statement

Light & Wonder is an Equal Opportunity Employer, committed to diversity and inclusion. For more info, see the EEOC Poster.