Operations Manager - Two Coppers Casino - Juneau

Tlingit & Haida•Juneau, AK

9d•Onsite

About The Position

The Operations Manager is responsible for daily oversight of gaming floor operations, including slot operations and the maintenance, installation, and repair of slot machines. The role ensures a safe, engaging, and compliant environment for patrons and staff. The Operations Manager supervises frontline gaming staff, slot ambassadors, and technicians; coordinates with other departments; monitors floor activity; addresses guest concerns; and ensures adherence to Tribal Gaming Regulatory Authority requirements, internal controls, and organizational policies. As a visible leader on the gaming floor, the Operations Manager supports operational efficiency, customer service standards, and regulatory compliance. The position includes direct supervision of assigned gaming floor staff and Manager on Duty staff, with input on scheduling, training, and performance evaluations. The role is exempt, full-time, based in Juneau, and may require work during evenings, weekends, holidays, and extended shifts.

Requirements

High school diploma or GED.
At least five years of experience in gaming operations, with strong knowledge of slot machine components, mechanics, conversions, installations, removals, and electronics.
At least two years of experience in hospitality or customer service operations.
Ability to obtain and maintain required background checks and clearances.
Successful and continued licensing with the T&H Tribal Gaming Authority; must maintain all required licensing.
Ability to work evenings, weekends, holidays, and extended shifts as required.
Strong understanding of gaming floor operations and customer service principles.
Strong understanding of slot and cage operations.
Ability to enforce policies consistently and professionally.
Strong leadership, communication, and conflict-resolution skills.
High attention to detail and situational awareness.
Ability to remain calm and decisive in fast-paced or high-pressure situations.
Proficiency with basic computer systems and reporting tools.
Ability to maintain confidentiality and exercise sound judgment.

Nice To Haves

At least two years in a supervisory or management capacity.
Bachelor's degree or higher.
Prior lead experience.

Responsibilities

Oversee day-to-day gaming floor operations during assigned shifts.
Ensure games are conducted fairly, accurately, and in compliance with approved rules and procedures.
Oversee and ensure proper maintenance, repair, and troubleshooting of slot machines, including mechanical, electrical, and software components.
Oversee and perform slot machine conversions, installations, and removals.
Maintain a visible presence on the floor to support staff and engage with patrons.
Address patron questions, disputes, and concerns professionally and promptly.
Ensure a welcoming, respectful, clean, and orderly environment and strong customer service.
Supervise and train slot ambassadors and other floor staff, including cage cashiers and related personnel.
Assign duties, manage breaks, and ensure adequate floor coverage.
Coach staff and provide guidance and performance feedback; assist with training new employees on procedures, service expectations, and compliance.
Document and report performance issues or policy violations as needed.
Ensure compliance with TGRA regulations, approved internal control standards, and organizational policies.
Monitor adherence to cash-handling, game-integrity, and security procedures.
Identify and promptly report irregularities, incidents, or potential violations.
Coordinate with Security, the Counting Room, and Management while maintaining appropriate separation of duties.
Ensure clear and accurate records of slot machine maintenance, repair, and installation work.
Assist with gaming floor opening and closing procedures.
Ensure equipment, supplies, and workstations are properly set up and maintained.
Complete shift reports, incident reports, and required documentation.
Communicate operational issues, staffing needs, and concerns to management.
Enforce workplace conduct, safety standards, and operational procedures.