Senior Manager, Retail Operations

This is a remote position with occasional on-site travel approximately once per quarter to attend team meetings, trainings, and other business-related events. Oregon Lottery does not reimburse travel expenses.

The Oregon Lottery is a leader in the gaming industry and a key contributor of revenue for Oregon's schools, economic development, state parks, watershed restoration, veteran's programs, and outdoor schools.

About the Role

You will report to the Assistant Director, Operations and develop and execute long-term departmental strategic plans while directing complex program operations that support organizational goals. You will lead strategy development, performance management, and continuous improvement initiatives that drive retail sales growth and operational excellence. You will oversee teams that support lottery retailers, foster key partner relationships, and ensure regulatory compliance. You will optimize workflows, resources, and service delivery through data-driven decision-making, strong leadership, and expertise in operational strategy and process improvement.

Responsibilities

• Apply Lottery Management Core Values and Expectations in performing daily activities. Ensure conduct embodies the principles of fairness, integrity, security, and honesty.
• Support and integrate into your work the Lottery’s commitment to:
  • Responsible Gambling
  • Diversity, Equity, and Inclusion
  • Culture of Safety
• Develop and execute retail operations strategies aligned with organizational goals to optimize retail sales, drive revenue growth, and improve operational efficiency.
• Oversee teams that support lottery retailers, ensuring consistent execution of retail and equipment standards across the network.
• Lead continuous improvement initiatives using Lean, Six Sigma, and other process improvement methodologies to enhance operational performance and streamline workflows.
• Build and maintain strong relationships with retailers, key accounts, vendors, and internal stakeholders, collaborating with leadership to optimize resources and expand service capabilities.
• Lead, coach, and develop managers, supervisors, and cross-functional teams to foster a high-performing, metrics-driven culture focused on service excellence.
• Establish and manage key performance indicators (KPIs), dashboards, and performance frameworks to drive efficiency, quality, accountability, and continuous improvement across retail operations.

Requirements

Minimum Qualifications

Education and Experience

• Bachelor's Degree and seven (7) years of professional-level experience in at least one of the following areas: retail operations, sales/account management, service operations, or customer service. Four (4) years of management experience; OR
• Ten (10) years of professional-level experience in at least one of the following areas: retail operations, sales/account management, service operations, or customer service. Four (4) years of management experience.