Aristocrat Interactive · 1 month ago
Director of Account Operations, North America (iLottery)
Boston, MA
Full-time
Hybrid
Director/Executive
$164K/yr - $305K/yr
15+ years expAristocrat Interactive is a leading online Real Money Gaming business formed in 2024. The Director of Account Operations will lead account management activities, ensuring customer success and operational excellence while overseeing a team of Senior Account Managers.
Gambling & Casinos
No H1B
Responsibilities
Lead, mentor, and develop a high-performing team of Senior Account Managers across North America
Establish clear goals, benchmarks, and performance metrics aligned with business objectives
Develop a culture of accountability, collaboration, and continuous improvement
Serve as the executive sponsor for key iLottery accounts and vendor partnerships
Drive strategic alignment between customer goals and internal delivery capabilities
Oversee the development and execution of joint success plans with customers
Ensure consistent delivery of services and fulfillment of contractual obligations across all accounts
Monitor and improve service level performance, issue resolution, and customer satisfaction
Lead cross-functional initiatives to optimize account operations and support scalability
Be responsible for contract negotiations, renewals, and compliance with SLAs and regulatory requirements
Partner with legal and finance teams to handle risk and ensure contractual integrity
Analyze market trends and customer feedback to inform strategic decisions
Find opportunities for expansion, upsell, and innovation within existing accounts
Collaborate with product and marketing teams to align offerings with customer needs
Provide regular updates to executive leadership on account health, risks, and opportunities
Deliver actionable insights based on performance data, customer feedback, and market intelligence
Qualification
Required
Bachelor's degree in Business, Marketing, or related field; MBA preferred
15+ years of experience in account management, customer success, or operations leadership
5+ years of experience in the iLottery or gaming industry, with direct oversight of Lottery partnerships
Consistent record of leading large teams and handling complex customer relationships
Strong critical thinking, negotiation, and communication skills
Deep understanding of contract management, SLAs, and regulatory environments
Ability to travel as needed across North America
Executive presence with the ability to influence senior partners
Passion for customer success and operational excellence
Experience working with government or public sector clients
Familiarity with digital gaming platforms and emerging technologies
Benefits
Health, dental, and vision insurance
Paid time off
401(k) plan with employer matching
Company
Aristocrat Interactive
At Aristocrat Interactive, we’re transforming the world of online gaming, iLottery and entertainment.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase