GamblingCareers.com · 1 week ago
Director of Account Operations, North America (iLottery)
Boston, MA
Contract
Hybrid
Director/Executive
$164K/yr - $305K/yr
15+ years expAristocrat Interactive is a leading gaming content creation company specializing in online Real Money Gaming. The Director of Account Operations–North America will lead the strategic direction and performance of account management activities, ensuring exceptional customer success and operational excellence across the iLottery program.
Casino
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
GamblingCareers.com
GamblingCareers.com is the leading job board for the iGaming and Online Gambling industry, dedicated to bridging the gap between talented job seekers and top employers in the sector.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase