Director of Account Operations, North America (iLottery)

The Director of Account Operations–North America will lead the strategic direction, execution, and performance of all account management activities across the region. This role oversees a team of Senior Account Managers and is responsible for ensuring exceptional customer success, operational excellence, and long-term growth of the iLottery program. The ideal candidate is a seasoned leader with deep experience in client relationship management, contract oversight, and cross-functional collaboration in a fast-paced, regulated environment.

What You'll Do

Leadership & Team Management

• Lead, mentor, and develop a high-performing team of Senior Account Managers across North America.

• Establish clear goals, benchmarks, and performance metrics aligned with business objectives.

• Develop a culture of accountability, collaboration, and continuous improvement.

Strategic Customer Success

• Serve as the executive sponsor for key iLottery accounts and vendor partnerships.

• Drive strategic alignment between customer goals and internal delivery capabilities.

• Oversee the development and execution of joint success plans with customers.

Operational Oversight

• Ensure consistent delivery of services and fulfillment of contractual obligations across all accounts.

• Monitor and improve service level performance, issue resolution, and customer satisfaction.

• Lead cross-functional initiatives to optimize account operations and support scalability.

Contract & Compliance Management

• Be responsible for contract negotiations, renewals, and compliance with SLAs and regulatory requirements.

• Partner with legal and finance teams to handle risk and ensure contractual integrity.

Market Strategy & Growth

• Analyze market trends and customer feedback to inform strategic decisions.

• Find opportunities for expansion, upsell, and innovation within existing accounts.

• Collaborate with product and marketing teams to align offerings with customer needs.

Executive Reporting & Insights

• Provide regular updates to executive leadership on account health, risks, and opportunities.

• Deliver actionable insights based on performance data, customer feedback, and market intelligence.

What We're Looking For

• Bachelor’s degree in Business, Marketing, or related field; MBA preferred.

• 15+ years of experience in account management, customer success, or operations leadership.

• 5+ years of experience in the iLottery or gaming industry, with direct oversight of Lottery partnerships.

• Consistent record of leading large teams and handling complex customer relationships.

• Strong critical thinking, negotiation, and communication skills.

• Deep understanding of contract management, SLAs, and regulatory environments.

• Ability to travel as needed across North America.

• Executive presence with the ability to influence senior partners.

• Passion for customer success and operational excellence.

• Experience working with government or public sector clients.

• Familiarity with digital gaming platforms and emerging technologies.

Company Summary

About Aristocrat

Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play.

Our Values

• All about the Player

• Talent Unleashed

• Collective Brilliance

• Good Business Good Citizen

Travel Expectations

Up to 25%

Pay Range

$163,963 - $304,502 per year

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity. 

This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

Additional Information

This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities.

Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment.