Responsible Gambling Program Manager

About the role

Under the direction of the Manager, Training – Guest Services, the Responsible Gambling Program Manager coordinates projects for Guest Services and enterprise initiatives. This role oversees the Responsible Gambling program and supports compliance of department functions and behaviors to ensure operational and service excellence. Key functions include program oversight, compliance, guest involvement training, policy and procedure development, auditing, and reporting.

Responsibilities

• Oversee the enterprise-wide Responsible Gambling program, compliance, and service to meet regulatory requirements, industry standards, and departmental expectations.
• Engage directly with guests to promote responsible gambling awareness and provide education on available resources.
• Respond to guest inquiries and concerns related to gambling behavior in a professional, empathetic, and confidential manner.
• Plan, measure, and analyze data to evaluate program quality and effectiveness, watching trends and assessing outcomes.
• Manage the Responsible Gambling program and training, providing feedback to management through meetings, collaboration, and reports.
• Facilitate training, guidance, and direction to team members to ensure the program exceeds industry expectations.
• Coordinate with department leadership and vendors as a collaborator, subject-matter expert, or liaison for projects including IT testing, policy revisions, training, and conferences.
• Perform other duties as assigned to support the efficient operation of the department.

Requirements

• Bachelor’s degree required.
• Minimum of four (4) years of experience managing programs or projects (including training programs), preferably in the gaming industry.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements.

Skills

• Excellent interpersonal, analytical, research, and managerial experience in leading teams on projects.
• Strong verbal and written communication skills across all levels of the organization; experience writing policies and procedures preferred.
• Proficient in Microsoft Office Suite/365, Outlook, SharePoint, and relevant audit software.
• Project management experience preferred.

Licenses & Certifications

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

Physical Requirements & Working Conditions

• Primary work environment is a climate-controlled casino setting.
• Travel required to attend meetings, trade shows, and conferences.
• May require evening, weekend, and holiday shifts.
• Must work in a fast-paced, high-demand environment.
• Strength to exert up to 10 pounds of force occasionally and/or negligible force frequently; occasionally move up to 40 pounds.
• Sedentary work involving standing most of the time, with constant computer and office machinery use.
• Physical activities include balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient for in-person, videoconference, and telephone conversations.
• Speech sufficient to be understood in person, in groups, meetings, via videoconference, and over the telephone.
• Visual acuity for data analysis, transcription, computer work, reading, and visual inspections.
• Mobility to safely move in an office environment, walk, stoop, bend, kneel, and operate a motor vehicle for travel.
• Endurance to sit, walk, and stand for extended periods during shifts and extended work hours.
• May be exposed to fumes or airborne particles, including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.