Reporting to the Regional General Manager, Operations, the Director, Operations serves as the site leader for Casino Nanaimo, accountable for overall operational performance, profitability, and guest experience. This role provides strategic and operational leadership across all departments, ensuring alignment with corporate objectives, financial targets, and service standards.
Operating in a unionized environment, the Director fosters positive labour-management relationships, develops high-performing teams, and promotes a safe, inclusive, and engaging workplace. Through effective leadership, financial oversight, and continuous improvement, the Director drives business results while supporting team member development and exceptional guest experiences.
Key ResponsibilitiesOperational Leadership and Financial Performance- Lead all site operations, ensuring alignment with corporate strategy, operational standards, and business objectives.
- Develop and manage site budgets, forecasts, and financial performance, including revenue, labour, and operating expenses.
- Establish and monitor key performance indicators, analyze financial and operational trends, and implement corrective actions as required.
- Identify opportunities to improve operational efficiency, maximize profitability, enhance guest satisfaction, and drive business growth.
- Execute operational and marketing initiatives that strengthen the property's performance and market presence.
- Provide regular financial and operational reporting to senior leadership.
People Leadership and Development- Provide leadership, coaching, and direction to departmental management teams, establishing clear performance expectations and accountability.
- Oversee recruitment, performance management, leadership development, and succession planning.
- Foster a positive, inclusive, and high-performing workplace that promotes team member engagement, development, and retention.
- Support constructive labour-management relationships and ensure adherence to collective agreement provisions, company policies, and people strategies.
- Provide operational coverage for Senior Operations Managers as required.
Guest Experience and Stakeholder Relations- Champion exceptional guest service, proactively addressing escalated concerns and identifying opportunities for continuous improvement.
- Build strong relationships with team members, guests, senior leadership, and internal business partners.
- Cultivate community partnerships, strengthen the property's local presence, and support corporate social responsibility initiatives.
- Collaborate across business units to ensure effective communication and coordinated operational execution.
Compliance and Risk Management- Ensure compliance with gaming regulations, licensing requirements, occupational health and safety standards, and applicable legislation.
- Partner with corporate compliance, security, and surveillance teams to maintain operational integrity and mitigate risk.
- Promote a safe, secure, and welcoming environment for guests and team members.
- Undertake additional responsibilities and initiatives as required.
Qualifications- Progressive leadership experience overseeing multi-department operations, preferably in gaming, hospitality, entertainment, or a comparable service-driven environment.
- Demonstrated success in operational leadership, strategic execution, change management, and business performance improvement.
- Strong financial acumen, including budgeting, forecasting, P&L management, and financial reporting.
- Proven ability to lead and develop management teams, drive accountability, and build a culture of engagement and high performance.
- Experience working in a unionized environment and supporting positive labour-management relationships is an asset.
- Strong guest service orientation, with the ability to resolve complex issues and build lasting relationships.
- Sound understanding of regulatory compliance, licensing, and occupational health and safety requirements.
- Excellent communication, interpersonal, and stakeholder management skills.
- Ability to build community partnerships and represent the organization professionally.
- Proficiency with operational systems, reporting tools, and business applications.
- Post-secondary education in business, hospitality, management, or a related field preferred; equivalent experience considered.
- Ability to obtain and maintain the required gaming worker registration.
Work EnvironmentThis position operates in a dynamic, fast-paced casino environment requiring flexibility, sound judgment, and a visible leadership presence. The Director must be comfortable managing competing priorities, responding to operational challenges, and supporting teams during periods of high guest activity.
The role requires regular movement throughout the property, including gaming and guest-facing areas, and flexibility to work evenings, weekends, and special events based on operational needs.
Total RewardsWe offer a comprehensive Total Rewards package designed to support your well-being, growth, and long-term success. Team members receive extended health benefits starting immediately upon hire, paid wellness days, and a Company-matching RRSP programwith up to a 4% match to help you plan for the future. This role also includes four weeks of pro-rated annual vacation, supporting work-life balance.
Compensation for this position is aligned with experience, with a salary range of $90,000-$115,000, and eligibility for a performance-based bonus structure that rewards strong operational results, leadership impact, and contributions to operational excellence.
