Customer Service & Support Jobs in Alpharetta, GA (Now Hiring) — 594 open — Page 5

Scientific Games:

Scientific Games is the global leader in lottery games, sports betting and technology, and the partner of choice for government lotteries. From cutting-edge backend systems to exciting entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We push game designs to the next level and are pioneers in data analytics and iLottery. Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation, legendary performance, and unwavering security to responsibly propel the global lottery industry ever forward.

Position Summary

The Digital Account Manager plays a pivotal role in building and strengthening relationships with lottery customers, supporting the goals of both Scientific Games and its customers. This position manages all aspects of the client relationship, ensuring effective use of Scientific Games’ interactive programs, such as players clubs and loyalty rewards initiatives. The role is responsible for the strategy, daily operations, and continuous improvement of loyalty initiatives, encompassing comprehensive planning, execution, financial management, analysis, and optimization.
The Digital Account Manager is essential in enhancing player engagement, managing operational efficiency, and delivering valuable insights that align with business and financial goals. Through collaboration and proactive engagement, the Digital Account manager drives mutual success for Scientific Games and the lotteries, while fostering long-term player loyalty.

Key Responsibilities:
Relationship Management
o Serve as the primary liaison for lottery customers, developing and strengthening client relationships to ensure alignment with their objectives and enhance program success.
o Build trust and credibility with customers by understanding their unique business needs and tailoring loyalty program strategies accordingly.
o Actively communicate program performance, opportunities for improvement, and updates to stakeholders to ensure transparency and alignment.
o Facilitate open and proactive communication with both internal and external stakeholders, keeping them informed on program developments, performance, and new initiatives.
Program Strategy & Execution
o Develop and implement strategies that drive player engagement, increase participation, and meet key performance objectives.
o Collaborates with cross-functional teams to ensure seamless execution of program, promotions, and system enhancements.
o Continuously assess program effectiveness, refining approaches based on data insights and client feedback.
Operational Management
o Oversee daily operations, including overseeing account management processes, rewards fulfillment, and player support.
o Coordinate with IT and support teams for ongoing platform maintenance and updates, minimizing downtime and enhancing user experience.
o Responsible for managing product and IT issues, including troubleshooting and coordinating timely resolutions with technical teams, which may require availability outside of standard business hours.
o Oversees product testing during releases to ensure smooth functionality and performance, which may require availability outside of standard business hours.
Financial Management
o Responsible for program financial performance, including budgeting, forecasting, cost management, and reporting to ensure fiscal responsibility and transparency.
o Manage program budgets, closely monitoring financial metrics and tracking expenses to ensure adherence to financial targets.
o Collaborate with finance teams to forecast program expenses, revenue, manage rewards liability, and maintain oversight of vendor costs to ensure alignment with budget goals.
o Analyze financial reports and adjust program activities based on budget performance, in accordance with contractual requirements, providing regular financial updates to customers and internal stakeholders.
Data Analysis & Reporting
o Track, analyze, and report on metrics and KPIs, providing actionable insights to stakeholders to improve program effectiveness.
o Leverage data analytics to identify trends, optimize program elements, and make data-driven recommendations for improvements.
o Work closely with lottery customers to assess program performance and inform the development of future campaigns.
o Gather feedback from players and lottery customers to inform program enhancements and identify potential growth opportunities.

Qualifications:
Education: Bachelor’s degree in Business Administration, Marketing, or a related field, preferred.
Experience: 5+ years of experience in loyalty program management, account management, or digital marketing, preferably within the gaming, lottery, or similar industries.
Skills:
o Strong project management and relationship-building abilities with a focus on operational and financial efficiency.
o Proficiency in CRM systems and loyalty management platforms.
o Excellent communication and organizational skills, with a client-focused approach.
o Ability to work collaboratively across internal teams and with external partners.
o Track record managing multiple projects simultaneously with a focus on deadlines, quality, and measurable outcomes.

Preferred Qualifications:
o Lottery or gaming industry experience.
o Experience in loyalty programs/marketing, player engagement, or customer experience management.
o Knowledge of interactive gaming solutions and digital loyalty platforms.
o Demonstrated success in optimizing program performance through data-driven insights.

Qualifications

Education

Bachelors degree in related field.

Years of Related Experience

Years of experience 5 - 8 years

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

Work Conditions

Scientific Games, LLC and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you shall be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.