Surveillance Operations Senior Manager

Job Summary:

The Senior Manager of Surveillance is responsible for the strategic leadership and operational oversight of the Surveillance department. This role ensures the integrity of all gaming and non-gaming operations through advanced surveillance practices, with a strong emphasis on table games procedures, game protection, and regulatory compliance.


This leader drives department performance, develops team capabilities, and partners cross-functionally to protect company assets, guests, and team members while maintaining strict adherence to gaming regulations and internal controls.


Qualifications:

• Must be at least 21 years of age.
• Minimum 3 years of casino surveillance experience required
• Minimum 3-5 years of progressive leadership experience, including direct supervision
• Strong knowledge of table games rules, procedures, and betting structures
• Demonstrated expertise in game protection strategies, cheating detection, and fraud prevention
• Advanced understanding of casino surveillance systems and CCTV technology
• Knowledge of applicable gaming regulations and compliance requirements
• College degree preferred or equivalent experience
• Strong leadership, coaching, and team development skills
• Excellent analytical, investigative, and problem-solving abilities
• Effective communication skills (written, verbal, and courtroom testimony readiness)
• High level of professionalism, discretion, and integrity

Commitment to Our Values

Blaze the Trail

• Drives innovation in surveillance operations by advancing game protection strategies and proactively strengthening risk controls.

All In on Service

• Supports a safe, secure, and fair gaming environment that protects the guest experience and reinforces trust in operations.

Together We Win

• Builds strong partnerships and develops high-performing teams to ensure shared accountability in protecting the business.

Everyone Greets Everyone (EGE) Expectation


All team members are expected to uphold our commitment to a warm, welcoming, and service-focused environment by following the Everyone Greets Everyone (EGE) standard. This standard reflects our dedication to hospitality, teamwork, and creating a positive experience for all guests and team members.


Under the EGE policy, team members will:

• Acknowledge every guest and fellow team member within 10 feet with a welcoming gesture such as a smile or nod.
• Offer a friendly verbal greeting when within 5 feet.
• Remain attentive and aware of their surroundings by keeping their head up and actively looking for opportunities to engage ("head on a swivel").
• Proactively seek opportunities to greet, assist, and positively interact with guests and team members throughout their shift.
• Always demonstrate professionalism, understanding that when on the casino floor or in guest-facing areas, they are "on stage" and representing the organization.

This expectation applies to all departments and roles, front of house and back of house alike, as part of our shared responsibility to deliver an exceptional, consistent, and extraordinary experience for everyone who enters our property.


Essential Job Functions:

• Lead and oversee 24/7 surveillance operations, ensuring effective monitoring of Table games, slots, cage/cash handling areas, and count rooms
• Ensure clandestine surveillance practices are maintained at all times
• Direct the daily management of the surveillance room and associated staff
• Ensure consistent, accurate documentation of surveillance activities and incidents
• Proactively identify and investigate cheating schemes, advantage play, theft, fraud, and procedural violations
• Serve as a subject matter expert in table games protection and vulnerabilities
• Partner with Table Games, Security, and Compliance teams to strengthen controls
• Ensure timely communication of findings to leadership and regulatory authorities
• Lead, coach, and develop surveillance team members and supervisors
• Establish a culture of accountability, professionalism, and continuous improvement
• Oversee hiring, training, scheduling, performance management, and corrective action
• Provide ongoing education on: Cheating methods, surveillance techniques, and regulatory updates
• Ensure full compliance with Federal, state, and gaming regulatory requirements and internal policies and procedures
• Prepare detailed incident reports and, when required, provide court testimony
• Maintain audit-ready documentation and surveillance records
• Assist in development and implementation of departmental SOPs
• Support annual budgeting and operational planning
• Analyze trends, incidents, and surveillance data to identify risk patterns
• Lead the performance and integrity of all surveillance systems, overseeing CCTV and monitoring technologies; directs the Surveillance Technician to ensure timely maintenance, system optimization, and enhancements supporting game protection and compliance.
• Recommend technology improvements and process enhancements
• Collaborate with leadership to align surveillance strategy with overall business objectives
• Act as a visible and engaged senior leader, influencing cross-functional teams
• Demonstrate sound judgment in high-risk, high-pressure situations
• Promote a culture focused on integrity, safety, accountability, and service excellence
• Drive clarity in expectations and elevate team performance
• Demonstrates the ability to lead collaboratively across departments, fostering strong professional relationships and a high-performing, team-oriented culture.
• Exhibits advanced proficiency in communication, including the ability to read, write, speak, and comprehend English at a professional level.
• Maintains a high level of situational awareness, with the ability to effectively interpret and respond to both visual and auditory cues.
• Consistently upholds a polished, professional presence, reflecting the standards of a senior leadership role.
• Model accountability by meeting attendance expectations and ensuring strict adherence to all company policies, as well as state, federal, and regulatory requirements.
• Demonstrate flexibility and commitment to operational excellence by leading within a dynamic schedule, including evenings, weekends, and holidays as business needs dictate.
• Assume full ownership of the role and perform additional duties and strategic responsibilities as assigned to support organizational priorities.
• Team members will participate in all mandatory meetings and pre-shift BUZZ sessions.

Physical, Mental & Environmental Demands:

• Must be able to sit or stand for long periods of time.
• Must be able to maneuver throughout all areas of the casino.
• Able to sit or stand for long hours observing several CCTV screens.
• Manual dexterity to operate VCRs, monitors, switches, computers, controllers, and cameras.
• Able to bend, stoop, reach, kneel, twist and grip items when necessary.
• Excellent vision, including peripheral vision.
• Must be able to give court testimony when necessary and write accurate and detailed reports.
• Must be able to work overtime and work different shifts on short notice.
• Must be able to read, write, speak and understand English.
• Must be able to work in areas containing secondhand smoke, dust, loud noises and bright lights.

Harrah's reserves the right to make changes to this job description whenever necessary. It is our policy to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, or marital status. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.


Preference is given to qualified Buena Vista Me-Wuk tribal members and members of other federally recognized tribes.


JOB CODE: 131-26