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Develop and execute lifecycle CRM strategies across onboarding, activation, retention, reactivation, loyalty, and churn prevention. Manage Optimove campaigns, workflows, segmentation, personalization, testing, and optimization across multiple jurisdictions. Analyze customer behavior and campaign performance, validate data and audience logic, identify platform and data improvements, and provide actionable insights. Partner with marketing, product, analytics, loyalty, clients, and vendors while training CRM team members and supporting roadmap development.

Support and operate customer-facing iLottery and loyalty platforms with focus on Kubernetes (on-prem and cloud), GitOps-driven CI/CD (ArgoCD), container management, observability (Graylog, New Relic, ELK, Prometheus/Grafana), infrastructure automation (Ansible, Terraform), incident response, SLOs, capacity/resiliency planning, security remediation, documentation, and 24x7 on-call support.

Owns product definition quality for complex data product opportunities, from problem framing through Ready-to-Build handoff. Authors product specifications, metric tables, and agent context documents; makes deployment channel decisions; maintains business context layers; and represents product definition in reviews with Platform Engineering and Data Science/ML. Establishes standards, coaches Solutions Analysts without formal authority, and ensures clean technical handoffs and well-defined model requirements.

Owns execution across Data Products & Analytics, Platform Engineering, and Data Science/ML by translating roadmaps into actionable epics, managing Jira standards and backlogs, coordinating dependencies, and facilitating planning, reviews, and retrospectives. This individual contributor role establishes Ready-to-Execute criteria, improves cross-board visibility, sequences work, identifies risks, and influences teams without direct authority.

Administers identity and access management systems, including user lifecycle processes, provisioning, deprovisioning, roles, permissions, and least-privilege controls. Monitors IAM systems and security alerts, investigates incidents, supports audits and compliance, maintains metrics, troubleshoots production issues, and manages disaster recovery failovers. Collaborates with cybersecurity, IT, business teams, vendors, and customers. Provides 24/7 on-call support and travels to data centers when required.

Provide tier-2 technical support and administration for lottery platforms, troubleshoot availability and performance issues, support customer implementations, maintain monitoring and documentation, manage SLAs, and participate in 24x7 on-call rotation. Work primarily with Windows Server and SQL Server, plus some Ubuntu and Java/WildFly support.

Make outbound and handle inbound sales calls to assigned lottery retailers, secure instant ticket orders, provide product and promotion information, resolve inventory and order issues, log sales data, and build positive retailer relationships to maximize ticket sales.

The Director of Sales and Operations manages site operations, develops sales strategies based on analytics, ensures contract compliance, and oversees P&L management.

The Systems Support Manager coordinates technical solutions between the Lottery and internal teams, focusing on configuration, integration, testing, support, and operational management across systems and environments.

Responsible for the integrity and reliability of lottery and gaming systems, managing the Tech Ops team, providing tier-2 support, and ensuring operational standards are met.