Senior Manager, Retail Operations

Oregon Lottery•,

9d•$123,864 - $211,978•Remote

About The Position

Oregon Lottery is seeking a Senior Manager, Retail Operations to join the Operations team in a remote capacity. This role is responsible for transforming retail performance, fueling sales growth, and leading high-impact operational strategy at an enterprise level. The position reports to the Assistant Director, Operations and involves developing and executing long-term departmental strategic plans while directing complex program operations that support organizational goals. The Senior Manager will lead strategy development, performance management, and continuous improvement initiatives to drive retail sales growth and operational excellence. Responsibilities include overseeing teams that support lottery retailers, fostering key partner relationships, ensuring regulatory compliance, and optimizing workflows, resources, and service delivery through data-driven decision-making, strong leadership, and expertise in operational strategy and process improvement. The role requires adherence to Lottery Management Core Values and Expectations, including fairness, integrity, security, and honesty, and supporting the Lottery’s commitment to Responsible Gambling, Diversity, Equity, and Inclusion, and a Culture of Safety.

Requirements

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 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.

Nice To Haves

Experience with Lean, Six Sigma, and other process improvement methodologies.

Responsibilities

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.