Senior Director of Operations

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 growing our team to deliver the best games, culture, and results in the industry. This new business will expand Light & Wonder’s (L&W) cross-platform leadership, as the premier developer of games across Gaming, Social, iGaming, and (soon-to-be) Charitable Gaming channels. Grover Gaming is already a high-performing, culture-first organization, and we are excited to unlock L&W’s deep portfolio of content that we know will exceed customer and player expectations.

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

Senior Director of Operations manages key operational areas within our organization. This role involves overseeing Charitable Customer Support, Development Operations Support (DOS), Supply Chain, and Field Service Operations. This position is responsible for working with the organization to strategically and tactically develop, align, and execute warehousing, fulfillment, distribution, and field support operations to meet business demand while improving customer experience. This position will provide strategic direction and leadership for multiple warehouse locations along with field operations and customer support, while applying accountability standards based on key metrics, implementing change to continuously improve performance and increase workflow efficiencies. This position will provide coaching, mentoring and support in the development of teammates and recognize individual and team success.

Essential Job Functions:

• Understand company Mission, Vision, and Values and be an ambassador of MVV.
• Responsible for operations processes from order management through to product delivery.
• Foster a team environment that sets high standards of operations and performance and inspires others to perform at their best. Rigorously identifies and develops key individuals with the critical capabilities needed by the organization.
• Conduct regular business reviews with Field Services Leaders to monitor performance, progress, and achievement of business objectives.
• Drive improvements to quality and customer experience.  Ensure that products and services adhere to quality standards and enable a positive customer experience.
• Work with Field Services Leadership, Supply Chain, and Hardware Team to ensure processes are established to problem-solve issues and ensure ongoing continuous improvement.
• Ensure inventory control processes/measures are maintained for all products within all locations including inbound receiving, proper put away and storage, tracking and tracing, cycle counting, packing, outbound shipping, damages, resends, return and disposal.
• Partner with Human Resources on employee issues/concerns, consistent application, and adherence of policies, hiring, talent planning, promotions, corrective action, and other employee relations.
• Assist in determining sequencing and centralized roll-out of all process/policy changes, technology implementations, enhancements, and fixes, and new warehouse site plans.
• Responsible for the coordination of communication between field and Ops/Hardware/Supply Chain teams to ensure appropriate parties are engaged in testing and implementation of all changes/enhancements to ensure flawless execution.
• Work with field leaders to identify issues with existing best practices, standard operating procedures (SOPs) to determine resolution and ensure standardization across the organization.
• Monitor and communicate monthly progress and quarterly results of KPI’s.
• Participates in the development of short and long-range plans.
• Support the expansion and development of Continuous Process Improvement and business process engineering skills, including Lean Six Sigma methodology, promoting the understanding and use of process improvement tools and concepts.
• Access and analyze processes, data points, and controls to determine sub-optimal performance, communicate findings clearly and effectively and make recommendations for improvement. Identify root causes of problems and demonstrate the ability to develop and make recommendations for solutions to mitigate root causes.

Training and/or Experience

• 8-12 years of experience in management roles in Operations
• Solid understanding of safety-first culture.
• Customer-oriented quality mindset and High-efficiency culture.
• Knowledge of financial impact of KPIs.
• Good understanding of shipping area.
• Proven experience and understanding of Inventory control.
• True believer of continuous improvement thinking/process.
• Previous experience implementing lean-six sigma core tools.
• Teambuilding, results oriented, and hands-on management style.
• Experience working with financial statements and how to correlate it to daily activities.
• High energy and can-do attitude leadership.
• Familiarity with compliance, document control processes and procedures.

Knowledge, Skills and Abilities:

• Strong organizational and multitasking skills.
• Attention to detail and accuracy in record-keeping.
• Effective communication skills, both written and verbal.
• Proficient in using ERP software and Microsoft Office applications.

Education:

Bachelor’s degree in Business, Operations Management, Manufacturing Engineering, Engineering, Management, Finance or Economics.

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions:

• The work conditions are representative and typical of similar jobs in comparable organizations

Light & Wonder and its affiliates (collectively, L&W) are engaged in highly regulated gaming businesses.   As a result, certain L&W employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts.   In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles.  As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above. 

L&W is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here: EEOC Poster

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Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.