Operations Market Manager

About the role

In the role of Operations Market Manager at IGT, you will oversee the coordination of hardware lifecycle activities and ensure successful deployments across various North American jurisdictions. This position involves managing operational risks and facilitating communication between technical teams and market stakeholders.

You will collaborate with cross-functional teams, including Product, Manufacturing, and Quality, to drive continuous improvement in issue management and readiness processes. Success in this role requires strong organizational skills, the ability to influence without direct authority, and effective reporting capabilities.

Skills that matter here

• Bachelor’s degree in business, operations, engineering, or a related field: This educational background is essential for understanding the complexities of operations and technical coordination.
• 5+ years in operations, program/project coordination: Experience in these areas is critical for managing the diverse challenges that arise in gaming and regulated industries.
• Working knowledge of hardware lifecycle concepts: Understanding hardware lifecycle management is necessary for ensuring deployment readiness and addressing operational issues.
• Strong written and verbal communication skills: Effective communication is vital for reporting to executives and coordinating across various teams.
• Proficiency with reporting and collaboration tools: Familiarity with tools like Microsoft 365 will support the creation of KPI dashboards and issue tracking.
• Ability to travel as needed: Willingness to travel is important for supporting market launches and readiness reviews.

Who this role suits

• Candidates who thrive in collaborative environments and can manage multiple priorities effectively.
• Individuals with a proactive approach to problem-solving and a strong focus on operational excellence.
• Professionals who are comfortable influencing teams without direct authority and can communicate clearly with various stakeholders.
• Those with experience in regulated industries, particularly gaming, will find this environment familiar and engaging.

From the employer

Responsibilities

• Coordinate hardware lifecycle activities, launch readiness, issue governance, backlog management, and operational risk management.
• 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.
• 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.
• 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.
• 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.

Conditions

• IGT offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements.
• Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities.