The class incumbent is responsible for managing through contracted vendors and casino management the operation and control of Internet gaming.
Nature and Scope
The incumbent in the class reports to a technical supervisor. The class incumbent is responsible for the overall management for on-line gaming site management and security, compliance with applicable laws, rules, regulations, standards, policies and procedures, marketing, and system viability. Work includes negotiating contracts with vendors, resolving contractual terms or modifications, and overseeing and ensuring compliance. The class incumbent serves as regulatory gaming industry contact for questions and discussions on additional states joining the current Multi-State Internet Gaming Licensees Agreement that exists between Nevada and Delaware. In addition, the incumbent conducts national and international speaking obligations regarding online gaming industry results, expectations, and plans for future growth.
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
Serves as primary liaison between the contracted vendors and casinos for on-line gaming operations such as marketing promotional ideas/concepts, platform changes, game content upgrades or issues, service announcements, daily report exchanges, customer support reports, escalated player requests/complaints, and gaming enforcement requests for approval, revision, disapproval or negotiation. Works directly with the casinos to resolve any questions/concerns.
Reviews service announcements, complex/high profile security concerns, responsible gaming cases, and player activity for immediate decisions required by this position or the Lottery Director.
Ensures reporting requirements are established and maintained for the online gaming sites. Monitors and reviews daily, weekly, monthly and annual reports for all business, operational, IT, and reconciliation activity by the sites to ensure compliance with internal controls set by Delaware Lottery regulations.
Oversees and coordinates contracts with third party payments vendors, professional services contract with primary platform provider, third party gaming providers (casino platform games), MICS (minimum internal control standards) for platform provider, Geolocation provider, Testing lab, and Multi-State Internet Gaming Licensee Agreement. Represents Lottery in negotiating and resolving contractual terms or modifications with all contracted vendors. Determines the player’s experience, platform impact, revenue increase/decrease on proposed modifications and makes recommendations to the Director.
Works with Cabinet Secretary, Division Director, current or future contracted vendors, other Lottery employees, casinos, and primary vendor employees of SGI to analyze and develop plans for iLottery development and implementation.
Provides customer/player relations by managing/resolving escalated player cases from contracted customer support team.
Assists the contracted customer support/fraud department in analysis of any suspicious player behavior. Presents the case and recommendation to the Division Director to submit to Delaware Gaming Enforcement for criminal review.
Develops, implements and directs long range marketing plans. Approves promotional and marketing concepts/ideas from contracted vendors to maximize revenue for Delaware and the casinos.
Serves as an industry leader conducting national and international speaking obligations on areas of online gaming industry results, expectations, and plans for future growth.
Knowledge, Skills and Abilities
The intent of the listed knowledge, skills and abilities is to give a general indication of the core requirements for all positions in the class series; therefore, the KSA’s listed are not exhaustive or necessarily inclusive of the requirements of every position in the class.
Knowledge of applicable Internet gaming laws, rules, regulations, standards, policies and procedures.
Knowledge of establishing and assessing internal controls and risk assessment in the gaming industry.
Knowledge of gaming compliance standards relative to internet gaming.
Knowledge of policy development, public relations, and accounting.
Knowledge of the principles and practices of management.
Knowledge of contract negotiation and management.Knowledge of marketing trends for the gaming industry.
Knowledge of developing and implementing long range marketing plans.
Knowledge of the methods and techniques of public speaking.
Knowledge of security systems for lottery online gaming.
Skill in the principles and practices of contract negotiation and management.
Skill in establishing and maintaining effective working relationships with vendors and casino management.
Skill in market analysis, planning and promotional assessments in order to meet the interest of the current player population and increase player base.
Skill in making recommendations and changes regarding game mix.
Skill in the analysis and development of operations and security requirements.
Skill in the principles and practices of product marketing and public relations.
Skill in analyzing and recommending modification as needed prior to approving promotional marketing materials.
Skill in analyzing and evaluating the main areas of focus on the online gaming platforms, evaluating the need and implementation of approved changes.
Ability to manage Internet gaming operations and development through casinos and vendors.
Ability to make relevant decisions on internal control developments, financial reporting, and other related compliance matters.
JOB REQUIREMENTS for Internet Gaming Manager Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
Three years experience in managing marketing strategies which includes developing and implementing long range plans, analyzing and evaluating marketing data to determine promotional effectiveness, and making recommendations and changes that contribute to the operational goals and its marketing objectives.
Three years experience in compiling, analyzing and interpreting financial data to ensure effective and efficient accounting of funds.
Three years experience in analyzing and developing internal controls, risk assessment, and policies or procedures to reduce security weaknesses, threats, or events.
Three years experience in ensuring compliance with laws, rules, regulations, standards, policies and procedures.
Two years experience in analyzing and evaluating the operations and control of internet gaming and providing recommendations to management on internal control development, financial reporting, and other related compliance matters.
Six months experience in contract management and control which includes ensuring compliance with the terms of contracts, investigating and resolving contract disputes, and negotiating changes with vendors.
Knowledge of the methods and techniques of public speaking.