Operations Market Manager

Responsibilities

The Operations Market Manager – Hardware Readiness and Problem Management serves as the operational focal point for hardware readiness and issue-management governance across Global Distributed Gaming markets. The role coordinates hardware lifecycle activities, launch readiness, issue governance, backlog management, and operational risk management, partnering with Product, Engineering, Manufacturing, PMO, Services, and Operations Market Managers to support successful deployments and operational outcomes. Success is measured by improved readiness visibility, faster issue closure, and reduced operational risk across launches.

Hardware readiness and lifecycle coordination

• Coordinate market-specific hardware launch-readiness activities across North American jurisdictions.
• Support configuration alignment, approvals, certifications, firmware coordination, and deployment readiness.
• Manage readiness gaps across cabinets, peripherals, spare parts, lifecycle changes, and customer notifications.
• Partner with Product, Manufacturing, Quality, and Field Services to support successful market deployment.

Issue management and escalation governance

• Coordinate priority hardware, platform, game, manufacturing, and cross-functional issues through defined owners and escalation paths.
• Maintain action plans, ownership, risks, dependencies, escalation paths, and closure criteria.
• Facilitate issue-review cadence and escalation governance across cross-functional teams.
• Ensure timely communication and alignment between technical teams and market stakeholders.

Governance and reporting

• Maintain a cross-market issue and hardware-readiness backlog.
• Publish KPI dashboards covering issue aging, launch readiness, risk exposure, and resolution progress.
• Support operational reviews and executive status reporting.
• Drive continuous improvement of issue management, escalation, and readiness processes.

Market support and succession development

• Build market knowledge across global distributed gaming jurisdictions.
• Support market launches, readiness reviews, and customer-facing activities as needed.
• Partner with Operations Market Managers and progressively assume delegated responsibilities.
• Document processes and operational knowledge to strengthen continuity and succession planning.

Qualifications

Required

• Bachelor’s degree in business, operations, engineering, or a related field, or equivalent experience.
• 5+ years in operations, program/project coordination, technical operations, or field services, ideally in gaming, hardware, or regulated industries.
• Experience coordinating cross-functional programs where influence, not direct authority, drives outcomes.
• Working knowledge of hardware lifecycle concepts, including configurations, firmware, spare parts, ECOs, and deployment readiness.
• Strong written and verbal communication skills, including executive-level status reporting.
• Proficiency with reporting and collaboration tools, including dashboards, ticketing or issue tracking, and Microsoft 365.
• Ability to travel as needed to support market launches and readiness reviews.

Preferred

• Experience in gaming, lottery, or another regulated environment with certification and regulatory approval processes.
• Background in problem management, incident or escalation governance, or ITIL-aligned practices.
• Experience building KPI dashboards and operational cadences from the ground up.
• Bilingual English/French for Moncton-based candidates.
• PMP, ITIL, Lean, or Six Sigma certification.

Keys to Success

• Governance discipline — holds the cadence, backlog, and closure criteria so issues do not drift.
• Cross-functional coordination — routes technical work to the right owners rather than absorbing it.
• Clarity under pressure — translates between technical teams and market stakeholders during escalations.
• Bias for readiness — anticipates configuration, spares, and certification gaps before they affect launch timing.
• Credibility across functions — builds trust with Product, Engineering, Manufacturing, PMO, and market teams.
• Growth orientation — builds market knowledge to support future Operations Market Manager coverage.