Requisition No: 866609 

Agency: Department of Lottery

Working Title: DIRECTOR - GAMES ADMINISTRATION - 36000865

 Pay Plan: Lottery Executive M

Position Number: 36000865 

Salary:  $81,841.74 - $90,000.00 

Posting Closing Date: 12/24/2025 

Total Compensation Estimator Tool

DIRECTOR - GAMES ADMINISTRATION

FLORIDA DEPARTMENT OF THE LOTTERY – DIVISION OF GAMES ADMINISTRATION

*Open Competitive Opportunity*

AGENCY BENEFITS:

If hired, as employee of the Florida Lottery, you will be provided the benefits listed below:

• Approximately 97.5% of the premium for health insurance
• Individual (~$8/month) or Family (~$30/month)
• 100% of the premium for individual or family dental insurance
• 100% of the premium for basic life insurance
• Employer contributions to the Pension Plan or Investment Plan; contribution levels will vary based upon Pay Plans.

GENERAL POSITION DESCRIPTION:

This director position provides senior management-level leadership and exercises extensive independent judgment in developing, implementing, and administering specialized Lottery gaming functions, setting strategic direction, and ensuring continuous improvement of customer service operations and management activities of the Games Administration (GA) work unit. The Director is responsible for establishing vision, developing and enhancing processes, and creating a high-performance work environment that supports the integrity and successful execution of all Lottery games. The position reports directly to the Deputy Secretary of Gaming Operations and overseas operational, process, and personnel functions critical to maintaining and strengthening public trust in Lottery gaming by carrying out the required duties below.

ESSENTIAL DUTIES:

• Each employee is expected to be knowledgeable of the Lottery’s Responsible Gaming program, including the No Underage Play and Play Within Your Means messaging, and will ensure retailers and players are aware of the program and provided information, as necessary.
• Provides leadership strategic direction, and continuous improvement oversight for the unit, ensuring that all customer service strategies, operational processes, and technical functions align with the agency mission and goals.
• Directs, mentors, and empowers GA Managers to lead high-performing teams, fostering a culture of accountability, professional growth, effective collaboration, and service excellence across for all GA analysts and OPS staff.
• Establishes organizational priorities and performance standards, ensuring GA Managers set clear expectations and that the GA team consistently execute all technical and administrative responsibilities with accuracy and integrity.
• Oversees workforce planning, operational workflows, and resource allocation, including long-range planning for workloads, deadlines, staffing needs, training requirements, and process improvements necessary to support evolving Lottery product calendar and initiative.
• Drives a culture of continuous process improvement, identifying opportunities to streamline processes, modernize procedures, implement best practices, and enhance service delivery to retailers, players, and internal customers.
• Designs, monitors, and evaluates operational performance measures, including dashboards, call center metrics, daily/weekly/monthly reports, and analytics used to assess productivity, responsiveness, and quality of work. Provides real-time coaching and strategic adjustments based on performance trends.
• Provides approval and oversight for personnel actions, including interviewing, hiring, performance evaluations, leave management, corrective actions, and career development plans for GA Managers and staff.
• Reviews, analyzes, and recommends modifications to Lottery game rules, point of sale materials, ticket stock, play slips, and any other game-related materials routed through GA for approval to ensure accuracy, clarity, and operational feasibility.
• Maintains after-hours availability to respond to draw-related inquiries and operational escalations and ensures timely communication of issues or delays affecting the 121 weekly drawings conducted from early morning through late-night hours.
• Oversees GA participation in gaming system testing and quality assurance processes, workings with the SQA Manager to establish testing schedules, ensure proper defect reporting, define escalation procedures, and ensure GA staff are fully trained in system testing protocols.
• Represents GA unit in weekly gaming system vendor meetings, reviewing software documentation including scopes, change requests, specifications, and release notes to ensure GA staff understand operational impacts before changes are implemented.
• Serves as the escalation authority for complex or sensitive customer inquiries, non-routine retailer issues or complaints, providing timely resolution and ensuring patterns are identified and addressed through systemic improvements.
• Ensures GA documentation and operational procedures are accurate, current, and aligned with agency-wide standards, including process maps, standard operation procedures, training materials, and internal controls.
• Partners with all divisions within the Lottery to ensure cross-unit coordination, proactive risk mitigation, and seamless implementation of new games, system changes, and promotions.
• Oversees GA budget, including spending planning, monitoring expenditures, and developing legislative budget requests for future spending needs.
• Develops and implements emergency response and business continuity procedures, ensuring the unit is fully prepared to travel/shelter-in-place for severe weather events, system outages, or facility disruptions.
• Works with Gaming System Contract Administrator to oversee contract and vendor management activities related to Games Administration, including monitoring service-level compliance and reviewing deliverables. 
• Serves as the primary GA liaison and subject matter expert, representing the unit in meetings, cross-functional workgroups, and agency committees, and providing expert operational advice and recommendations to the Deputy Secretary of Gaming Operations.
• Ensures that all internal controls, including operating procedures, are maintained accurately. Changes are well documented and communicated timely to all employees.
• Oversees GA Managers plans to maintain current Units Task & Skills Assessment Snapshots, Procedure and Audit Checklists, and Individualized Training Plans for each member of the GA team. Ensures that GA Managers work with all GA Analysts to develop individualized training plans and all employees are well trained in every area identified in their plan.
• Directs the completion of regular operational audits of Managers’ work to ensure procedural compliance, provide performance measurements, and ensure results are addressed.
• Provides leadership and oversight during audits by ensuring timely submission of requested documentation, implementing corrective actions, and providing appropriate management responses to address audit findings and process inefficiencies.
• Leads by example and demonstrates a servant-leadership approach that supports and empowers Managers and staff, fosters a collaborative work culture, and ensures mission-critical operations are executed effectively.
• Oversees the investigative and approval process for retailer terminal and scratch-off ticket adjustment requests per established procedures.
• Develops and maintains advanced knowledge of draw operations to ensure accurate after-hours guidance and decision-making for draw-related questions or issues.
• Keeps executive management abreast of major public inquiries, complaints, or trends affecting GA operations.
• Acts as the voice of the customer, championing change and improvements across the customer experience. Drives change and influence future game launches to support and achieve improvements in customer experience. Analyzes incoming calls and correspondence patterns.
• Drives professional development initiatives through continuous staff development programs enhancing employee engagement, performance, knowledge, skills, and morale.
• Develops continuous improvement plans and makes recommendations based on employee and customer insight.
• Leads with a hands-on, collaborative approach and supports Managers and staff during high-demand or critical operational periods to ensure continuity of services and mission-critical functions.
• Participates in agency-wide strategic planning initiatives and cross-functional projects.
• Performs additional duties as assigned in support of division and agency priorities.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge and understanding of Retailers of Lottery Tickets, Section 24.112 Florida Statutes, and Lottery Retailer Rules.
• Knowledge of the Lottery’s policies and procedures regarding retailers.
• Ability to rapidly assess evolving operational situations and make sound, informed decisions under time-sensitive conditions.
• Ability to use and oversee enterprise systems, analytics tools, operational platforms to inform decisions and support business processes.
• Ability to analyze complex operational issues, identify root causes, and develop strategic solutions that improve efficiency and reduce risk.
• Ability to plan, manage, and evaluate multiple projects, initiatives, and priorities at the organizational level.
• Ability to interpret and apply rules, regulations, internal controls, and policies to ensure compliance and operational integrity.
• Ability to manage confidential, sensitive, and proprietary information with discretion and sound judgment.
• Ability to build and maintain effective working relationships with executive leadership, division directors, managers, vendors, and external partners.
• Ability to provide strategic oversight of customer service and retailer support operations, ensuring service-level standards and performance metrices are achieved.
• Knowledge of customer service, retailer support best practices, and call center performance frameworks.
• Knowledge of retailer accounting, settlement, and adjustment processes.
• Skilled in preparing executive-level reports, presenting recommendations, and communicating complex information clearly to diverse audiences.
• Ability to lead, motivate, and develop high-performing teams while fostering a culture of accountability, collaboration, and continuous improvement in a business environment.  
• Knowledge of Lottery gaming operations, draw processes, game rules, system change management, and internal control standards
• Knowledge of change-management principles and the ability to lead staff through system updates, process changes, and operational transitions.
• Ability to develop and implement strategic initiatives that improve operational efficiency, reduce risk, and support the integrity of Lottery games.
• Knowledge of audit standards, risk assessment, enterprise compliance requirements, and corrective action development.
• Skilled in analyzing operational trends and using data to guide decisions and prioritize improvements.
• Knowledge of budget development, forecasting, expenditure monitoring, and Legislative Budget Request (LBR) processes.
• Ability to oversee vendor relationships, contract deliverables, and service-level requirements.

• Ability to collaborate across divisions (IT, ISM, SQA, Retailer Contracting, Product) to support cross-functional initiatives.
• Skilled in developing training frameworks, evaluating competency, and ensuring continuous training and readiness for all GA staff.
• Knowledge of business continuity planning, emergency operations protocols, and backup datacenter activation requirements.
• Ability to respond to urgent operational matters outside standard business hours to support continuity of critical Lottery functions.

Other job-related requirements for this position

Successful passing of a criminal background check (state, local, and national) is required.

Maintains strict confidentiality of information learned while working with the Florida Lottery, whether learned through assigned duties or through working with other units. The types of confidential information may include, but are not limited to, payroll information, budget matters, policy decisions, tax matters, trade secrets, employee disciplinary issues, and other personnel data.

Statutes establishing or defining work performed

Chapter 24, Florida Statutes

PREFERRED QUALIFICATIONS (not required):

• Education level – College Degree
• Experience: 10+ years, with 4 years of management

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.