The Director of Account Operations–North America will lead the strategic direction, execution, and performance of all account management activities across the region. This role oversees a team of Senior Account Managers and is responsible for ensuring exceptional customer success, operational excellence, and long-term growth of the iLottery program. The ideal candidate is a seasoned leader with deep experience in client relationship management, contract oversight, and cross-functional collaboration in a fast-paced, regulated environment.
What You'll Do
Leadership & Team Management
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.
Strategic Customer Success
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.
Operational Oversight
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.
Contract & Compliance Management
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.
Market Strategy & Growth
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.
Executive Reporting & Insights
Provide regular updates to executive leadership on account health, risks, and opportunities.
Deliver actionable insights based on performance data, customer feedback, and market intelligence.
What We're Looking For
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.
Company Summary
Aristocrat Interactive
Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together. The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB).
About Aristocrat
Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.
Our Values
All about the Player
Talent Unleashed
Collective Brilliance
Good Business Good Citizen
Travel Expectations
Up to 25%Pay Range
$163,963 - $304,502 per yearOur goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.
This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.
Additional Information
This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.
Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.
At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.
Top Skills
What We Do
Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 6500 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be. Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day. Come and join us – let’s play!
Why Work With Us
Individually we’re great, but together we’re brilliant. Our employees are the beating heart of our business and we attract the best people in the industry thanks to our unique and inspiring culture. Come and join the team and help bring joy to life through the power of play.
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