Operations Manager

Job Description

Job Description

WHY DIAMOND GAME?

When you work at Diamond Game you are part of a diverse, forward thinking, technology focused gaming organization. Diamond Game employees work alongside one another as part of an engaged team, making contributions at all levels to ensure the highest quality and standards.

As a Diamond Game employee, you are afforded growth opportunities, career mentoring and valuable work experience. Diamond Game appreciates and encourages growth within the organization, knowing it's our talent that keeps us moving forward.

Career development, a robust benefit package, work-life balance and an inclusive culture are all part of a complete and rewarding employee experience at Diamond Game.

Diamond Game designs, produces, and services electronic pull-tab games, gaming systems, and tickets for charitable gaming and lottery markets. Established in 1994, Diamond Game is proud to be a subsidiary of Pollard Banknote Limited and a sister company of Pollard Games, Inc DBA American Games and International Gamco.

Our mission is to develop and provide innovative gaming solutions to charitable gaming and lottery markets while providing players with thrilling gaming experiences. We always put customers first by providing consistent service and unique products that outperform our competitors. We foster a work environment for employees that encourages teamwork, imagination and continuous improvement. We are proud that our products positively impact many charitable communities across North America.

Our Core Values are: Collaboration; Innovation; Integrity; Growth; and Have Fun!

Position Summary

The Virginia Operations Manager is responsible for representing Diamond Game, a Pollard Banknote Company, within the Virginia e-Tab program and plays a central role in ensuring its success. In this position, you will lead operational execution by completing high quality installations and training, while also serving as a key ambassador for our brand. You'll build strong, site-level relationships, drive promotional initiatives, spark enthusiasm for our products, and offer direct, hands-on customer support, ensuring every partner feels valued and confident in our program.

The Operations Manager is responsible for the end-to-end rollout and ongoing support of our e-Tab equipment across assigned locations. This includes coordinating site readiness, managing installations, resolving technical and operational issues, ensuring regulatory compliance, and maintaining consistent performance across all sites.

As the market matures, this role may directly manage staff. The Virginia Operations Manager will establish clear expectations, monitor performance, and foster accountability, ensuring consistent alignment with Diamond Game's Core Values.

The position acts as the primary point of contact for key stakeholders in the market. The Operations Manager will liaise regularly with internal departments including Development, Compliance, Marketing, Finance, and Executive Leadership, while maintaining strong working relationships with site operators and regulatory partners.

Essential Duties and Responsibilities

• Lead and manage all phases of site level deployments, upgrades, and installations, ensuring clear communication, minimal disruption, and a positive customer experience.
• Configure, install and test equipment, providing hands-on expertise and quality control.
• Deliver a high touch service model, including frequent site visits, proactive performance reviews, and hands on support.
• Monitor site performance metrics, including zero play activity, and take immediate action to investigate, resolve issues, and protect revenue.
• Serve as the primary relationship owner for assigned customers, building trust through consistent communication, responsiveness, and on-site presence.
• Act as a visible brand ambassador for Diamond Game, representing the company with professionalism, integrity, and enthusiasm at all times.
• Champion the Virginia e-Tab program in market, reinforcing product value, performance results, and long-term partnership opportunities with operators and site teams.
• Manage the Virginia market to achieve customer satisfaction, technical service targets, expense control, and annual P & L goals.
• Assist with sales and growth plans
• Support site level promotions and marketing programs to drive awareness and engagement.
• Become highly knowledgeable in Diamond Game's products and relevant charitable gaming offerings to confidently position solutions within the market.
• Collaborate closely with Sales, Operations, Marketing, Inventory, and Product Development to ensure customer needs are met and market objectives are achieved.
• Provide Leadership Team with regular, accurate updates on site performance, financial results, risks, opportunities, and investigative findings.
• Facilitate meetings, document action items, and drive accountability across projects and initiatives.
• Act as the company's eyes and ears in the region, proactively identifying risks, competitive activity, and growth opportunities.
• Develop and support training initiatives for site employees to increase product knowledge, reduce service calls, and improve overall site performance.
• Prepare to recruit, coach, and lead team members as the market expands, fostering a culture of accountability, service, and performance.
• Consistently demonstrate the ability to practice Diamond Game's core values and apply them.
• Perform other tasks and duties as needed and/or requested by management.

This position will require significant travel during the assigned work week and occasionally weekends. Candidate must have a clean driving record and be comfortable driving long distances in varied weather conditions.

Education & Experience Requirements

• Bachelor's Degree, preferably in a technical field or business/communications/public relations field.
• At least five years' experience in sales, customer relations, and/or operations.
• Qualified to operate a motor vehicle and possess a valid driver's license.
• Previous gaming business experience a definite asset.

Knowledge and Abilities Requirements

• Microsoft Office (Word, Excel, Outlook)
• Adaptability and flexibility.
• Travel and occasional overnight stay.
• Ability to work with minimal supervision.
• Ability to work varied shifts and overtime as required.

Core Competencies

• Strong communication, collaboration, and leadership skills with technical organizations and management teams.
• Competent interpersonal, oral, and written communication and presentation skills.
• Planning and organizing.
• Operate in a team environment working with other team members to complete tasks.

Regulatory Requirements

• Employment dependent on successfully passing a regulatory background and credit check.
• Employees may also be subject to additional periodic background checks as needed and/or required by Diamond Game and/or Diamond Game customers.

Benefits

• Medical, Dental, Vision
• 401k with company match
• Profit Sharing
• Paid Vacation
• Employee Referral Program
• Employee Assistance Program

We thank all that apply; however only the most qualified candidates selected for an interview will be contacted. Employment is contingent upon a satisfactory response from a Background Screening (Criminal History Search and Drug Test).

Diamond Game Enterprises, a subsidiary of Pollard Banknote Limited provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

To ALL Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.