DIRECTOR - RETAILER CONTRACTING - 36000756

Requisition No: 866608 

Agency: Department of Lottery

Working Title: DIRECTOR - RETAILER CONTRACTING - 36000756

 Pay Plan: Lottery Executive M

Position Number: 36000756 

Salary:  $81,841.74 - $90,000.00 

Posting Closing Date: 12/24/2025 

Total Compensation Estimator Tool

DIRECTOR - RETAILER CONTRACTING

FLORIDA DEPARTMENT OF THE LOTTERY – DIVISION OF RETAILER CONTRACTING

*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:

Under the direction of the Deputy Secretary of Gaming Operations, the Director of Retailer Contracting provides executive leadership and strategic oversight for all retailer contracting, onboarding, and compliance activities. This position is responsible for administering the retailer application and contract renewal processes, overseeing background investigations of prospective and existing Lottery retailers, and ensuring all contracting decisions align with statutory requirements, internal controls, and risk-mitigation standards. The Director oversees gaming terminal allocations and placements, ensures retailers meet contracting requirements, monitors gaming equipment installation activities, and coordinates gaming terminal and vending machine rollouts and initiatives. The position also oversees the recovery of outstanding retailer payments resulting from returned bank sweeps and serves as the agency’s subject matter expert on retailer contracting activities.

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 strategic oversight for customer service initiatives and ensures highest level of service delivery by Retailer Contracting and Collections staff to prospective and existing retailers, district office personnel, and other internal customers.  Oversees development and maintenance of customer-facing resources, including telephone scripts, email templates, form letters, and retailer recruitment materials.
• Collaborates with the Director of Sales, Corporate Sales Manager and District Managers to support the recruitment of new retailers.  Oversee the processing of retailer applications and resolve issues that may impact retailer recruitment or contract renewals. 
• Coordinates retailer training and installation of lottery terminals for retailers.
• Ensures the background investigation, screening, and approval processes support the selection of retailers best suited to serve the public and mitigates the risks of contracting with businesses that may compromise the integrity, security and efficient operation of the Lottery.
• Communicates with the Director of Sales and District Managers regarding the recovery of payments due to the Lottery from retailers. Oversee the collection and recovery efforts performed by Retailer Contracting and Collections staff.
• Ensures retailer collection accounts are forwarded to the agencies responsible for further collection efforts in accordance with established schedules and procedures.
• Monitors terminal availability, retailer population and demographic shifts, retailer growth, and recovery of funds owed to the Lottery. Provides timely statistical and analytical updates to Executive Management to support operation planning and strategic decision-making.
• Ensures timely and accurate processing of retailer bank account changes by division employees, maintaining compliance with internal controls and financial accountability standards.
• Develops, implements, and interprets policies and procedures to ensure consistent application of statutory requirements, internal controls, and operational standards across Retailer.
• Establishes strategic goals and develop plans to achieve division objectives and agency priorities.  Ensure performance by setting and communicating clear standards, monitoring staff productivity and cycle times and overseeing debt collection activities to maintain operational efficiency and accountability.
• Provides leadership and oversight for all personnel matters within Retailer Contracting, including direct and indirect supervision, workforce planning, attendance and leave, performance management, recruitment and selection, disciplinary actions, employee development, and separation processes.
• Develops staff capabilities through training, coaching, and professional development opportunities.  Ensures employees complete all assigned internal training programs and approves employee participation in additional training opportunities.
• Authorizes the suspension or termination of retailer contracts for violations of Lottery rules, contractual obligations, or failures to satisfy outstanding retailer settlement payments or compliance requirements.
• Develops fiscal year spending plans, manages the unit's budget, oversee expenditures, purchase requisitions, and financial compliance. Serves as Contract Manager for vendor contracts providing tax information, credit reporting, and Retailer Contracting support services.
• Directs the process requiring prospective Lottery retailers to post bonds or Certificates of Deposit (CDs), including policy development regarding bond amounts, procedures for release and redemption, and oversight of CD and bond collections from retailers with payment issues.
• Collaborates with Office of the General Counsel and other divisions on retailer rulemaking, contract revisions, compliance forms, application updates, and recruitment materials.  Maintains retailer contract, addenda and related documents, and disseminates updates to District Offices and other affected work units.
• Reviews, approves, and signs formal correspondence to retailers concerning integrity issues, financial standing, creditworthiness, tax status, and payment history.  
• Oversees communications relating to vending machine placement, sales suspension, and contract actions.
• Ensures accuracy and integrity of retailer information entered into the Lottery's Retailer Database. 
• Collaborates with Gaming Operations and system vendors to develop, implement, and monitor reporting and tracking systems. Collaborate with Lottery Software Quality Assurance Team to correct system defects and recommend enhancements.  Serves on the Lottery's Change Control Board, to prioritize lists of system defects and enhancements.
• 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 and internal customers.
• Designs, monitors, and evaluate 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.
• Works with Gaming System Contract Administrator to oversee contract and vendor management activities related to Retailer Contracting, including monitoring service-level compliance and reviewing deliverables. 
• Directs the development and maintenance of terminal provisioning and notification processes in coordination with District Offices and gaming system vendor. 
• Directs the completion of regular operational process reviews performed by RC Audit Analysts and supervisors to ensure procedural compliance, provide performance measurements, and ensure results are addressed.
• Provides leadership and oversight during external 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.
• Keeps executive management abreast of major public inquiries, complaints, or trends affecting RC operations.
• Drives professional development initiatives through continuous staff development programs enhancing employee engagement, performance, knowledge, skills, and morale.
• Develops continuous improvement plans and make 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.
• Knowledge of financial principles related to retailer settlements, debt recovery, risk assessment, and data analysis for decision-making.
• Knowledge of retailer recruitment strategies, retailer demographics, and market trends influencing retailer performance and network growth.
• Knowledge of change-management principles and the ability to lead staff through system updates, process changes, and operational transitions.
• Knowledge of executive principles, leadership practices, and organizational development strategies.
• Knowledge business structures, ownership models, and financial risk factors relevant to retailer eligibility and contracting decisions.
• Knowledge of terminal provisioning processes, equipment allocation strategies, and vendor coordination requirements.
• Knowledge of internal control principles, regulatory requirements, and operational safeguards related to retailer contracting and financial compliance.
• Knowledge of customer service frameworks, service delivery standards, and best practices for retailer and internal stakeholder support.
• Knowledge of enterprise business systems, contracting databases, credit and tax verification systems, and reporting tools used in retailer onboarding and compliance. Knowledge of risk mitigation practices, compliance standards, and financial safeguards related to retailer eligibility, settlements, and contracting.
• Ability to manage confidential, sensitive, and proprietary information with discretion and sound judgment.
• Ability to coordinate responses to internal and external audits and implement corrective action plans to address findings.
• Ability to communicate professionally and maintain effective relationships with retailers, district offices, vendors, and internal stakeholders
• Ability to analyze complex operational issues, identify root causes, and develop strategic, data-driven solutions.
• Ability to communicate complex operational, financial, and compliance information clearly and effectively in both written and verbal formats to executive leadership and stakeholders.
• Ability to use contracting, compliance, financial, and reporting systems to evaluate retailer performance, risks, and operational trends.
• Ability to plan, organize direct division-level operations, resources, and priorities. Ability to lead, motivate, and develop managers and staff while fostering accountability, continuous improvement, and high performance. Ability to monitor vendor performance, evaluate deliverables, and ensure compliance with contract requirements.
• Ability to quickly assess evolving operational situations and make sound decisions under time-sensitive conditions.
• Ability to collaborate effectively with Sales, Gaming Operations, ISM, SQA, Finance, and district offices to resolve operational issues.
• Ability to respond to urgent operational matters outside standard business hours to support continuity of contracting and compliance functions.
• Ability to research, interpret and analyze data to support operational decision-making, risk assessments, and strategic recommendations.
• Ability to evaluate consumer and corporate credit data to assess financial risk and inform contracting decisions.
• Ability to manage multiple complex priorities, projects, and operational functions in a fast-paced environment.
• Ability to assess employee performance, identify development needs, and implement professional growth plans. 

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, 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
• 10+ years experience and at least 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.