Casino Slots & Arcade Performance Manager

Norwegian Cruise Line Holdings Ltd.•Miami, FL

About The Position

Leads technical strategy and operational performance for casino slots, table games, cage systems, and arcade operations across multiple brands. Oversee daily technical operations, performance analytics, project execution, vendor management, and cross-functional support to maximize equipment reliability, system availability, compliance, and revenue performance. Serves as the primary technical lead for all casino and arcade newbuild and dry dock projects, ensuring successful planning, implementation, testing, and commissioning. Uses performance data to identify revenue opportunities, evaluate new technologies, and drive operational improvements. Oversees sourcing, procurement, lifecycle management, and vendor relationships for arcade equipment and prize programs, ensuring cost efficiency, strong vendor performance, and alignment with business objectives and guest satisfaction.

Requirements

Bachelor’s Degree or any equivalent combination of relevant background and work
Minimum 5 years of experience in slot performance is required at a management level
Comprehensive knowledge of casino slot machines and arcade equipment operations, with a strong understanding of the mathematical principles underlying game functionality, including payout percentages, probability, random number generation (RNG), game performance, and overall equipment operation.
Technical expertise in slot machines and arcade equipment, with strong knowledge of maintenance, troubleshooting, diagnostics, and repair processes. Skilled in identifying equipment issues, analyzing root causes, and communicating effective technical solutions. Collaborates with technicians, vendors, and operations teams to provide technical guidance, support decision-making, and ensure timely issue resolution through technical oversight rather than hands-on repair.
Demonstrated strength in project and vendor management, with proven ability to coordinate cross-functional initiatives, build strong partnerships, drive service excellence, and resolve complex operational and technical issues through effective collaboration and problem-solving.
Excellent communication, organizational, and stakeholder management skills with ability to collaborate across shipboard and shoreside teams, coordinate cross-functional initiatives, and support operational excellence and project execution.
Advanced proficiency in Microsoft Excel, including PivotTables, Power Query, advanced formulas, data modeling, and analytical reporting to support business intelligence, operational decision-making, and revenue optimization.
Experience utilizing data visualization and business intelligence tools, including Tableau (preferred), to develop dashboards, analyze performance trends, and deliver actionable insights for executive decision-making.
Strong analytical and problem-solving skills with the ability to interpret complex performance data, identify trends and business opportunities, and develop data-driven recommendations that improve operational performance, optimize revenue, and support strategic decision-making.
Proficient in Microsoft PowerPoint, with experience creating and delivering professional presentations that effectively communicate data analysis, operational insights, and strategic recommendations to management and cross-functional stakeholders. Skilled at translating complex technical and business information into clear, visually engaging presentations that support informed decision-making.
Strong knowledge of casino regulatory compliance, internal controls, and operational procedures, ensuring adherence to gaming regulations, operational integrity, audit readiness, and consistent compliance.

Nice To Haves

Tableau (preferred) for data visualization and business intelligence tools

Responsibilities

Analyze slot and arcade performance metrics, industry benchmarks, and operational trends to identify revenue growth opportunities, improve operational efficiency, and enhance the guest experience.
Develop data-driven business cases and actionable recommendations for product enhancements, game mix optimization, and operational improvements.
Lead the planning, coordination, and execution of slot and arcade equipment installations, relocations, conversions, and upgrades across the fleet, ensuring projects are completed on schedule and within scope.
Develop executive dashboards, KPI reports, and presentations to communicate operational performance, project status, and strategic recommendations.
Maximize equipment availability and reliability by coordinating with shipboard teams, procurement, and vendor partners to ensure the timely sourcing and deployment of spare parts, replacement components, and technical resources.
Provide technical leadership and operational support to Fleet Slots Technical Managers and Slot Managers, resolve complex equipment issues and managing vendor relationships to ensure high-quality service delivery.
Oversee the sourcing, procurement, inventory management, and distribution of arcade equipment and prize programs, aligning offerings with guest preferences, inventory objectives, and budget targets.
Monitor compliance with company policies, gaming regulations, and operational procedures while identifying and implementing continuous process improvements.
Conduct shipboard visits, operational assessments, and performance reviews, partnering with onboard leadership to develop and execute corrective action plans.
Collaborate with slot technical teams to ensure slot machines, table game systems, and video gaming equipment comply with established controls, regulatory requirements, and company standards.