Operations Manager

Job Description

Job Description

Are you a hands-on operations leader who thrives on solving technical challenges, building strong customer relationships, and driving business growth?

Diamond Game is looking for an Operations Manager to lead and grow our presence throughout New York's charitable gaming market. This is a unique opportunity to join an innovative gaming company where you'll serve as the market expert, trusted customer advisor, and operational leader responsible for delivering exceptional experiences and helping shape the future of our business in the region.

If you enjoy a role that combines technology, customer engagement, problem-solving, travel, and leadership, we want to hear from you.

This is a remote position located in Albany, NY. No out-of-state applications will be considered. No relocation reimbursement for this role.

What You'll Do

As the primary operational representative for Diamond Game in New York, you'll:

• Lead installations, upgrades, launches, and field deployments of electronic gaming equipment.
• Become the go-to technical expert on our gaming cabinets, software, peripherals, and operating systems.
• Diagnose, troubleshoot, repair, and optimize equipment to maximize uptime and customer satisfaction.
• Build strong relationships with distributor partners and customers through hands-on support and training.
• Monitor operational performance, identify issues, and take immediate action to protect revenue and customer experience.
• Partner with Sales, Product Development, Marketing, Compliance, and Leadership to execute growth strategies.
• Support new product launches, field testing initiatives, and promotional programs.
• Gather market intelligence and customer feedback to help shape future products and services.
• Help recruit, train, and lead future team members as the New York market expands.
• Represent the Diamond Game brand with professionalism, integrity, and enthusiasm every day.

What Makes This Role Exciting?

• Be a Market Leader: You'll have a direct impact on establishing and growing the Diamond Game brand throughout New York while serving as a key voice in business decisions and market strategy.
• Make an Immediate Impact: From solving technical challenges to strengthening customer relationships, your work will directly influence operational performance and revenue growth.
• Enjoy Variety Every Day: No two days are the same. You'll work in the field, support customers, collaborate with cross-functional teams, lead projects, and help drive innovation.
• Grow Your Career: As the market grows, so will the opportunity to build and lead a team while helping establish operational standards for long-term success.

What We're Looking for

• Bachelor's degree in a technical, business, communications, or related field preferred
• 5+ years of experience supporting field operations, gaming equipment, kiosk systems, ATM networks, vending equipment, lottery systems, electromechanical equipment, or similar technologies
• Strong troubleshooting and technical problem-solving abilities
• Experience building customer, distributor, dealer, or partner relationships
• Ability to work independently across a geographically dispersed territory
• Excellent communication and leadership skills
• A valid driver's license and clean driving record
• Gaming industry experience is a plus, but not required

What You'll Bring

• Customer-first mindset
• Technical curiosity and hands-on expertise
• Strong organization and project management skills
• Ability to thrive in a fast-paced, evolving environment
• Professionalism, accountability, and integrity
• A passion for delivering outstanding service and results

Additional Requirements:

• Must be a U.S. Citizen or Green Card holder (sponsorship is not available).
• Ability to pass a background check and credit check.
• Clean driving record - This role is field-based and requires significant travel throughout New York, including regular overnight travel and occasional weekend support. Candidates should be comfortable driving long distances and working in varying conditions

TOTAL REWARDS

Competitive Salary | Competitive Medical, Dental, Vision, and Life Insurance Benefits | Profit Sharing | Employee Assistance Program | Paid Time Off | 401k with Company Match | Profit Sharing | Referral Bonus Earning | And More!

Why Diamond Game?

At Diamond Game, you're not just joining a company - you're joining a forward‑thinking, technology‑driven gaming organization where people genuinely matter. In fact, Diamond Game is proud to be a 2025 Best Place to Work winner, a recognition that reflects the experience our employees have every day. We're a collaborative, diverse team that works side by side, contributing at every level to deliver high‑quality products and meaningful results. Everyone here plays a role in raising the bar - and that shared ownership is a big part of what makes Diamond Game special.

We believe in growing our talent from within. That means real career development, mentoring, and hands‑on experience that helps you build skills and expand your impact over time. When our people grow, the company grows - and we're intentional about supporting both.

Diamond Game offers a well‑rounded employee experience, including competitive benefits, work‑life balance, and an inclusive culture where people feel supported, respected, and empowered to do their best work.

Since 1994, Diamond Game has been designing, producing, and servicing electronic pull‑tab games, gaming systems, and tickets for charitable gaming and lottery markets. Diamond Game is proud to be part of Pollard Banknote's Charitable Gaming Group, contributing to innovative solutions that support charitable organizations across North America.

Our mission is simple but meaningful: to deliver innovative gaming solutions that create exciting player experiences while positively impacting charitable communities across North America. We put customers first, deliver reliable service, and design products that stand out in the market.

Just as important, we foster a workplace based on our Core Values: Collaboration, Innovation, Integrity, Growth; and Having Fun along the way!