We’re looking for a dynamic and experienced Operations Manager to join our team remotely within the USA, in the Eastern or Central Time Zones. In this role you’ll lead and coordinate the day-to-day operations of our online lottery platform, acting as the primary escalation point for player issues. As a key link between the Director of Operations and operational teams, including Payments and Fraud, Customer Support, and Training, you’ll ensure seamless communication and collaboration across the business.

Balancing hands-on management of direct reports with strategic oversight, you’ll split your time evenly between tactical execution and long-term leadership. You’ll oversee SOPs, maintain quality standards, ensure regulatory compliance, and standardize KPIs, all while driving operational excellence throughout the organization.

Who We Are

Experience the forefront of innovation with Pollard Digital Solutions a division of Pollard Banknote, where we lead the charge in revolutionizing digital solutions for state lotteries. From groundbreaking initiatives like iLottery to crafting immersive player experiences that champion noble causes globally, our team's innovative spirit is driving impactful changes in the industry. Join us in this exhilarating journey, where every contribution makes a difference in shaping the future of lottery gaming.

What We Offer

• Competitive compensation
• Profit sharing program – every role plays a part in our success!
• Health & Extended Benefits
• Opportunities for professional development
• Tuition reimbursement
• Employee & Family Assistance Program
• Remote Work Environment

What You'll Do

• Lead, support, and coach Team Leads across Payments, Customer Support, and Training; oversee hiring, onboarding, performance, and workflow scalability.
• Oversee daily operations and cross-functional coordination to resolve player issues, manage escalations, and ensure KPI, SLA, and queue performance targets are met.
• Serve as the main escalation point for complex player issues; align teams to ensure smooth resolution and advocate for player-first frameworks.
• Maintain SOPs and workflows, ensure regulatory compliance, and support audits in partnership with Legal and Compliance teams.
• Drive process improvements and partner on fraud and risk mitigation strategies to increase efficiency and player trust.
• Act as a key liaison to the Director of Operations, translating strategy into actionable plans and communicating team performance and risks.
• Partner across departments (CS, Payments, Fraud, Training, Marketing, Compliance, Operations, Analytics) to resolve issues and support key initiatives.

Who You Are

• A hands-on, solutions-focused leader who thrives in fast-paced, high-growth environments
• Skilled at balancing strategic thinking with operational execution and cross-functional alignment
• Collaborative and adaptable, able to navigate change and build strong partnerships across teams

What You'll Bring

• 5+ years of experience in operations within online gaming (lottery, casino, or sportsbook), fintech, or crypto, with a focus on leading cross-functional teams across Payments, Fraud, Chargebacks, and Customer Support
• Hands-on experience developing and maintaining SOPs, escalation frameworks, and compliance processes
• Proficiency with tools such as Zendesk, Five9, Jira, Confluence, and QA tracking systems
• Strong organizational, time-management, and problem-solving skills
• Excellent verbal, written, and interpersonal communication skills
• Comfortable navigating both high-level strategic planning and day-to-day execution in a fast-paced, dynamic environment
• Strong attention to detail with a focus on accuracy and consistency
• Knowledge of U.S. regulatory environments for gaming platforms is a strong asset
• Experience with Excel and dashboarding/reporting tools such as Quicksight or Tableau is a strong asset

Pollard Banknote Limited is an equal opportunity employer, committed to promoting and maintaining a diverse and inclusive workforce. Reasonable accommodations are available upon request.

Employment is contingent upon a satisfactory response from a Criminal Record Search.