Manager, Operator Relations

Position Term Contract, Full-Time (14 Months) Level 11 Salary $49.29 to $73.36/per hour Location: Head Office, Toronto/Hybrid iGaming Ontario leads the Province of Ontario’s dynamic internet gaming (igaming) market that, in its third year generated $83 billion in total wagers, a 31% increase over the previous year. This resulted in $3.2 billion in total gaming revenue from over 80 gaming sites. Even more, Ontario’s igaming market sustained almost 15,000 full-time equivalent jobs across the province. To achieve these results, iGaming Ontario is guided by its vision to Lead the World’s Best Gaming Market. The Manager, Operator Relations leads a team of account and relationship management professionals for iGaming Ontario's Operator Relations function. This role is accountable for overseeing relationships with iGaming Ontario’s online private operators with a strategic focus on operator performance to drive financial and economic returns to the Province of Ontario by working with strategic files, acting as an initial escalation point, and leading a team of account managers as they ensure compliance with contractual requirements. Reporting To The Senior Manager, Operator Relations You Will

• Provide leadership to a team of Account Managers in the execution of their duties as the primary point of contact for operators.
• Overseeing the team, ensure Operators meet their commitments under the operating agreement while also advocating internally for operators to be competitive, innovative and successful in the Ontario market.
• Coach staff to meet or exceed expectations and ensure the team effectively delivers on the required tasks and activities.
• Provide recommendations, insights, and best practices on operator relations requirements to Senior Manager, Operator Relations.
• In collaboration with the Senior Manager, Operator Relations, build a partnership approach that supports the efficient monitoring of Operator performance, the identification of risks and the reinforcement of contractual accountabilities while supporting operators.
• Lead, influence and strategically elevate key issues and information to the Senior Manager, Contract Oversight, and internal functions as required.
• Provide leadership to account managers in solving complex contractual matters, focusing on resolution and escalation of potential issues.
• Ensure Account Managers effectively identify, manage and report on operators’ incidents and escalations.
• Lead implementation of the iGaming Ontario Operator Contract Performance Management program.
• Oversee the development of processes and solutions to resolve operator issues and barriers to performance deliverables.
• Provide support to contract specialist as required in interpreting contractual terms and requirements to maximize operator performance and minimize risk.

The Ideal Candidate Will Have

• Post-secondary education in Business, Law or related field together with a minimum of 5 to 7 years’ experience as a contract manager/commercial service delivery manager combined with a minimum of 5+ years of related management experience or an equivalent combination of education, training and experience.
• Knowledge of the iGaming sector in Ontario and other regulated iGaming jurisdictions.
• Excellent knowledge and demonstrated understanding of iGaming Ontario’s operations including knowledge of the Operating Agreement is strongly preferred.
• Knowledge and demonstrated experience in contract lifecycle management and relationship governance.
• Skilled in relationship management, ideally with global and national gaming Operators.
• Ability to manage complex stakeholder interactions with tact, judgment, discretion, and diplomacy.
• Ability to gather and analyze information, assess critically, triage appropriately, and clarify and simplify for variety of audiences.
• Superior communication skills in English, with French language skills considered an asset.
• Strong listening and empathy skills for evaluating and resolving operator concerns.
• Excellent analytical and problem-solving skills.
• Excellent organizational skills to manage priorities and meet deadlines.
• Skilled in computer databases/programs and office technologies (e.g., Microsoft Office).

The successful candidate must be eligible to work in Canada and will be subject to a criminal background check. This position currently offers a hybrid work location. iGaming Ontario has implemented a minimum three-day per week in-office schedule. iGaming Ontario reserves the right to change this policy and its office location at any time. iGaming Ontario is an inclusive and equal opportunity employer. iGaming Ontario has the responsibility to lead by example in advancing racial equity and to build a diverse, inclusive, accessible and respectful workplace where every employee has a voice and the opportunity to fully contribute. To this effect, you are encouraged to reflect upon the diversity you would bring to the role within your application including, but not limited to, individuals identifying with one or more of the under-represented groups identified within Ontario’s Human Rights Code. Disability related accommodation during the recruitment process is available upon request.