Job Description:

DUTIES AND RESPONSIBILITIES

1. Operational Performance & Execution

• Lead the overall operational infrastructure supporting route gaming operations, including warehouse, service, installation, collections, sales and call center functions.
• Establish consistent operating standards, processes, and performance expectations across the organization.
• Drive continuous improvement in productivity, quality, responsiveness, and cost.
• Identify operational bottlenecks and implement solutions that improve speed, efficiency, and customer service.
• Establish and monitor key operational metrics and hold leaders accountable for results.
• Be an expert for gaming content for Illinois and work with Illinois manufacturers to stay informed on developments and collaborate with company management on recommendations.

2. Gaming Operations, Warehouse & Equipment Management

• Oversee warehouse and gaming operations to ensure equipment is received, stored, prepared, deployed, returned, and redeployed efficiently.
• Establish appropriate inventory controls and processes for gaming equipment, parts, supplies, and other assets.
• Partner with procurement and market leadership to ensure appropriate equipment availability.
• Minimize obsolete, excess, damaged, and idle inventory.
• Develop processes that maximize utilization of the company's gaming assets.
• Get the right equipment to the right place at the right time at the lowest practical operating cost.

3. Service & Installation Operations

• Lead the service and installation organization through subordinate managers.
• Establish service-level standards and ensure technicians consistently meet them.
• Optimize technician staffing, routing, scheduling, and productivity.
• Improve first-time fix rates and minimize repeat service calls.
• Establish installation standards and ensure new installations are completed accurately, safely, and on schedule.
• Identify opportunities to leverage technology, remote diagnostics, automation, and improved processes to increase machine uptime.
  • Machine uptime ultimately translates directly into revenue.

4. Customer Acquisition and Retention

• Lead sales teams to attract, retain and grow high-value locations.
• Partner with Marketing, Sales Enablement, and Product teams to strengthen customer engagement and loyalty.
• Monitor competitive activity, market trends, regulatory developments, and customer feedback; translate insights into clear action plans.
• Identify opportunities to improve partner satisfaction and retention.

5. Collections & Cash Operations

• Lead the collections function and establish standards for timely, accurate, and secure collection of gaming revenue.
• Develop processes to maximize collection efficiency while minimizing shrinkage, errors, and unnecessary labor.
• Establish controls around cash handling, reconciliation, transportation, and accountability.
• Partner with Finance to ensure operational collection processes support accurate financial reporting.
• Identify opportunities for technology and process improvements to reduce cash-handling costs and risk.

6. Customer / Location Support & Call Center

• Lead the call center/customer support function and establish clear service standards.
• Improve responsiveness and resolution of location issues.
• Develop appropriate escalation processes between the call center, service organization, gaming operations, and market teams.
• Use call-center data to identify recurring operational and customer issues.
• Develop performance metrics that measure both speed and quality of resolution.
• Turn customer issues into operational improvements.

7. Budgeting, Forecasting & Financial Management

• This should be a core accountability, not an administrative responsibility.
• Develop the annual operating budget for the functions under the leader's responsibility.
• Develop and maintain rolling forecasts based on operational performance and business conditions.
• Establish appropriate labor, equipment, inventory, facilities, and operating expense assumptions.
• Monitor actual performance against budget and forecast.
• Identify variances and develop corrective actions.
• Evaluate capital requirements and develop business cases for significant operational investments.
• Ensure operational decisions appropriately balance service, revenue, productivity, and cost.

8. Procurement, Inventory & Facilities

• Provide leadership and direction to subject matter experts responsible for inventory procurement, facilities, and related operational support.
• Establish procurement standards that balance cost, quality, availability, and operational requirements.
• Develop appropriate inventory policies and controls.
• Ensure facilities support safe, efficient, and scalable operations.
• Evaluate facility utilization and identify opportunities to consolidate, relocate, or improve facilities.
• Negotiate or support vendor relationships as appropriate.
• Allow subject matter experts to remain experts, while ensuring they are aligned with the broader operating strategy.

9. People, Leadership & Organizational Development

• Build and lead a high-performing operations leadership team.
• Establish clear roles, responsibilities, performance expectations, and accountability throughout the organization.
• Develop managers and supervisors and create succession plans for critical positions.
• Establish workforce planning and staffing models based on business requirements.
• Partner with HR to improve recruiting, onboarding, retention, performance management, and employee development.
• Ensure the organization has the right talent and organizational structure to support growth.
• Support the EOS Operations Model

10. Operational Strategy & Continuous Improvement

• Develop and execute a multi-year operational strategy aligned with the company's overall business objectives.
• Evaluate processes and organizational structures to identify opportunities for greater scale and efficiency.
• Lead major operational improvement initiatives and technology implementations.
• Establish standardized processes and best practices across markets.
• Use data and analytics to drive operational decisions.
• Benchmark performance and continuously raise operational standards.

11. Compliance, Risk, and Reputation

• Ensure full compliance with all applicable gaming, licensing, financial, employment, safety, and regulatory requirements, including Illinois Gaming Board requirements.
• Promote a culture of integrity, responsible gaming, safety, internal controls, and prompt issue escalation.
• Partner with Legal, Compliance, Internal Audit, Finance, Security, and Human Resources to identify and mitigate business, operational, and people risks.
• Maintain strong readiness for regulatory reviews, audits, investigations, and customer or operational issues.
• Protect Accel’s reputation by ensuring ethical, professional, and consistent conduct across the business unit.
• People Leadership
• Lead, coach, and develop a high-performing Illinois leadership team with clear expectations, decision rights, and accountability.
• Build a culture that is customer-focused, entrepreneurial, operationally rigorous, inclusive, and aligned with Accel’s values.
• Establish succession plans for critical roles and develop internal talent to support market growth.
• Partner with Human Resources to strengthen engagement, retention, performance management, workforce planning, and leadership capability.
• Foster strong communication across field, operations, sales, and corporate teams so employees understand business priorities and how their work contributes to results.

QUALIFICATIONS

• Bachelor’s degree in business, operations, finance, or a related field required; advanced degree preferred.
• Ten or more years of progressive leadership experience in multi-site operations, gaming, hospitality, retail, route-based services, logistics, or a similarly complex customer-facing business.
• Significant P&L leadership experience, including responsibility for revenue growth, operating expenses, forecasting, and profitability.
• Demonstrated success leading large, dispersed teams through growth, operational change, and performance improvement.
• Experience in a regulated industry and working with regulators, licensing requirements, audits, or compliance programs strongly preferred.
• Strong commercial judgment and the ability to balance growth, customer needs, operational execution, and risk management.
• Proven ability to build trusted relationships with customers, employees, peers, and senior leaders.
• Excellent communication, negotiation, leadership, and problem-solving skills.
• Valid driver’s license; clean driving record

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Ability to travel regularly throughout Illinois and periodically to other Accel locations.

Base Pay Range:

$190,000-230,000/yr

Voluntary full-time employment benefits include medical, dental, and vision; life, AD&D, critical illness, and hospital insurance; short and long-term disability; identity/legal protection; as well as access to FSA and HSA accounts. Full and part-time employees are eligible to contribute to traditional and/or Roth 401(k) plans. Our Employee Assistance Program (EAP) offers counseling for a multitude of topics including (but not limited to) mental health, finances, adult care, disability, and grief.