Senior Manager, Player Experience (FT, Perm)

June 4, 2021 Education

Job Overview

Job title: Senior Manager, Player Experience (FT, Perm)

Company:

Job description: At BCLC, we play fair. We believe that playing fairly is a serious responsibility and an empowering opportunity. Our commitment to social, economic and environmental responsibility is central to all we do and captured in our slogan “Playing it Right”. From our LEED Metro Vancouver office, to our responsible gambling program, GameSense, we are committed to ensuring that we always consider the impact of our business on the people and communities of BC. At BCLC, we play for BC. We employ-directly and indirectly-almost 26,000 people in gambling operations, related government agencies and charities as well as support services.
At BCLC, we make it fun to be an adult. For more than 30 years, we’ve entertained customers with a chance to dream and have fun, while delivering revenue to the Government of BC for the benefit of British Columbians. During this time, we’ve evolved from a lottery corporation to a full-spectrum gambling entertainment company responsible for conducting, managing and operating lottery, casino, community gaming (bingo) and eGaming in BC. We strive to create outstanding gambling experiences and to have our games evolve with the player’s idea of excitement. For us, playing is not all about winning; it’s about entertainment.

Job Summary:
The Senior Manager, Enterprise Player Experience (PX) drives the Enterprise Player Experience and P360 strategies. The role leads the Player Experience team and develops and oversees the implementation of the Enterprise Player Experience strategy supporting its alignment with BCLC’s vision and strategies and playing an advisory role to senior leaders, keeping an eye on internal and external influencers that may affect the business future state. This role proactively develops, maintains and manages the relevant working relationships with internal stakeholders (including senior leaders) and with applicable external stakeholders, including service partners, vendors and governing agencies.

Key Accountabilities:

Develops the Enterprise Player Experience and P360 strategies in collaboration with the Director and internal/external stakeholders. Advises on the development of strategies to integrate PX in terms of operating models, client management and delivery.
Oversees the implementation of the Enterprise Player Experience strategies, leading and executing prioritization strategies and advises internal clients on workload and resource management.
Provides leadership to the PX team. Oversees the client relationships across the organization, managing their business requests, prioritizing the workload, advising on solutions and delivering capabilities.
Develops, maintains and manages high profile partnerships and/or collaborative working relationships with a wide variety of internal clients, including senior leaders. Acts as a subject matter expert (SME) to the business, advising on PX best practices, solutions, providing recommendations on Enterprise PX initiatives.
Manages vendor and external partner relationships and performance standards to provide line of sight to senior leadership.
Oversees the development and implementation of business plans that aligns with the business units’ strategic direction and supports key initiatives for the enterprise.
Leads the development of and advises on the execution of client engagement standards, policies, practices and/or procedures (including SLAs and intake guidelines), to ensure compliance and enforcement for the team and across the enterprise.
Develops and manages operational budgets in collaboration with the PX team; may present business cases for capital expenditures or high risk financial decisions.
Provides strong people leadership by championing BCLC’s vision, mission and values. Models leadership behaviours that support engagement of staff, and drives culture and change management initiatives. Identifies and implements future-focused resource planning needs. Practices meaningful recognition, and coaches/mentors and develops others.

Minimum Required Qualifications:
Education and Experience

University degree in business, marketing or a relevant discipline;
A Masters degree would be an asset;
6-8 years relevant experience in a client support role, including progressive experience in a leadership capacity;
Experience in the gaming industry would be an asset;
An equivalent combination of education and/or experience may be considered.

Technical Requirements

Ability to work effectively in ambiguous situations;
Ability to think quickly and respond appropriately to different audiences;
Excellent strategic thinking skills;
Demonstrated experience in managing and delivering PX projects across different line of business, providing product performance measurement and recommendations that influence the course of the business initiatives and drive insights;
Excellent team building and leadership skills, and proven ability to motivate, coach and develop;
Solid experience understanding business needs, assessing the best tools to support them and delivering solutions;
Demonstrated experience in developing the strategic design of a set of management reports and their presentation to a variety of audiences;
Ability to communicate strategic direction into a detailed plan of action and the details of complex processes succinctly to a non-technical audience.

Please Note: This opportunity will remain open until a qualified candidate pool has been established.
Please Note: Candidates must be legally entitled to work in Canada and be 19 years of age to work at BCLC.

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About BCLC

Since 1985, BCLC has evolved into a full-spectrum gaming entertainment company that offers outstanding gaming experiences for British Columbians, including lottery, casino, community gaming and eGa…

Expected salary:

Location: Vancouver, BC

Job date: Wed, 02 Jun 2021 05:57:11 GMT