Director of Account Operations, North America (iLottery)

Aristocrat Technologies • Boston, MA

13d • $163,963 - $304,502

About The Position

The Director of Account Operations–North America will lead the strategic direction, execution, and performance of all account management activities across the region. This role oversees a team of Senior Account Managers and is responsible for ensuring exceptional customer success, operational excellence, and long-term growth of the iLottery program. The ideal candidate is a seasoned leader with deep experience in client relationship management, contract oversight, and cross-functional collaboration in a fast-paced, regulated environment.

Requirements

• Bachelor’s degree in Business, Marketing, or related field; MBA preferred.
• 15+ years of experience in account management, customer success, or operations leadership.
• 5+ years of experience in the iLottery or gaming industry, with direct oversight of Lottery partnerships.
• Consistent record of leading large teams and handling complex customer relationships.
• Strong critical thinking, negotiation, and communication skills.
• Deep understanding of contract management, SLAs, and regulatory environments.
• Ability to travel as needed across North America.
• Executive presence with the ability to influence senior partners.
• Passion for customer success and operational excellence.

Nice To Haves

• Experience working with government or public sector clients.
• Familiarity with digital gaming platforms and emerging technologies.

Responsibilities

• Lead, mentor, and develop a high-performing team of Senior Account Managers across North America.
• Establish clear goals, benchmarks, and performance metrics aligned with business objectives.
• Develop a culture of accountability, collaboration, and continuous improvement.
• Serve as the executive sponsor for key iLottery accounts and vendor partnerships.
• Drive strategic alignment between customer goals and internal delivery capabilities.
• Oversee the development and execution of joint success plans with customers.
• Ensure consistent delivery of services and fulfillment of contractual obligations across all accounts.
• Monitor and improve service level performance, issue resolution, and customer satisfaction.
• Lead cross-functional initiatives to optimize account operations and support scalability.
• Be responsible for contract negotiations, renewals, and compliance with SLAs and regulatory requirements.
• Partner with legal and finance teams to handle risk and ensure contractual integrity.
• Analyze market trends and customer feedback to inform strategic decisions.
• Find opportunities for expansion, upsell, and innovation within existing accounts.
• Collaborate with product and marketing teams to align offerings with customer needs.
• Provide regular updates to executive leadership on account health, risks, and opportunities.
• Deliver actionable insights based on performance data, customer feedback, and market intelligence.

Benefits

• This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/ .

What This Job Offers

• Job Type: Full-time
• Career Level: Director