Regional Office Manager

Job Description

Job Description

Lead the team that turns winning moments into unforgettable experiences. As our Regional Office Manager, you’ll coach a team of Claims Analysts, keep prize payouts running, and jump in to save the day when players need extra help. Plus, you’ll partner with retailers, vendors, and internal teams to keep everything flowing behind the scenes. 

Veterans, you are strongly encouraged to apply if you meet the requirements of this role!

Come and develop your career in this fun, friendly, and fast-paced environment! The lottery was recently certified as a Great Place to Work.  We have also been named a Best-in-Class Employer by Gallagher.

**All employees must reside in NC**

Responsibilities: 

• Lead, coach, and supervise Claims Representatives and support staff
• Oversee scheduling, workload distribution, performance reviews, hiring, and disciplinary actions
• Facilitate team meetings, training programs, and professional development opportunities
• Resolve escalated claimant concerns with professionalism and a player-first mindset
• Oversee prize claim intake, verification, and payout processes, ensuring accuracy and compliance with Lottery rules
• Safeguard sensitive winner information, claim documentation, and instant ticket security.
• Supervise secure storage and use of prepaid debit cards for prize payments.
• Verify claimant identities using IRS TIN Matching and other approved systems.
• Support claims staff during peak redemption periods and assist with notarization and payout processing
• Manage player inquiries, complaints, and disputes in a timely, professional manner
• Perform daily, weekly, and monthly reconciliations for claims and financial reporting
• Supervise balancing of cash, debit card payments, petty cash, and ticket sales
• Prepare and distribute operational and compliance reports to Lottery leadership
• Partner with Finance and Legal to ensure compliance with audits, security protocols, and regulatory standards
• Monitor fraud-prevention procedures and support investigations using systems such as OnBase
• Support Sales Representatives with Retailer Terminal Reporting (RTR), investigations, and retailer complaints.
• Communicate with retailers and vendors regarding ticket deliveries, reporting issues, and supply needs.

Requirements:

• Bachelor’s degree preferred and minimum of 2 years of supervisory or operational experience, preferably in lottery, gaming, or regulated industries
• Strong background in cash handling, balancing, and reconciliation.
• Excellent oral and written communication skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong customer relations and player engagement skills.
• Ability to manage sensitive information with discretion and integrity.
• IRS TIN Matching system (Preferred)
• Notary public certification (Preferred)
• First Aid and CPR certifications (Preferred)

Hiring Rate: $65,338 (This exempt position will be hired at or near the posted rate.)

Closing Date: October 2, 2026

About the North Carolina Education Lottery

We raise money for a great cause! All of the earnings of the North Carolina Education Lottery go to education. We award nearly $10 million a day in prizes. To learn more, visit our website nclottery.com. 

At the North Carolina Education Lottery, we deal with winners every day: our employees! We offer competitive pay and benefits, flexible schedules, professional development opportunities, casual attire, open communication, and a fun work environment. 

All employees of the Lottery are expected to support the organization's values (honesty, respect, integrity, and trust) and its commitment to corporate social responsibility (including responsible gaming, environmental awareness, community involvement, etc).

Equal Opportunity Employer