CXS Training Manager at Aristocrat Gaming

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

06 May, 26

Salary

0.0

Posted On

05 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Management, Training Development, Operational Support, Performance Feedback, Collaboration, Presentation Skills, Organizational Skills, Written Communication, Technical Skills, Instructional Aptitude, Casino Operations, Problem Solving, Data Analysis, CRM Management, Process Improvement

Industry

Gambling Facilities and Casinos

Description

We are searching for an outstanding Customer Success Functional Manager to join our growing Customer Success team. You will be responsible for leading the functional training team, driving customer satisfaction, team performance and business growth. In addition to leading the team, you will partner directly with venues, providing expert guidance and operational support to help them achieve their goals. Demonstrating your industry expertise, you will collaborate with venues to identify opportunities for growth, optimize their operations and implement tailored solutions. This is a fast paced and dynamic role that combines leadership, innovation and operational excellence, with an emphasis on customer relations and team management. What You'll Do Manage team members and provide ongoing support, including regular one on ones, along with performance feedback to promote individual growth and development Forster a collaborative, positive team environment that encourages knowledge sharing and collaboration Host regular engaging team meetings that provide clarity and direction on current goals and promote inclusive and healthy discussion across all team members on areas of improvement and new ways of working. Conduct regular venue check ins and provide updates on service delivery and performance Provide on-site and remote training and support Manage and ensure any issues raised by customers (through our CRM) are followed up and customer is kept informed of resolution timeframes, also ensuring the CRM is kept up to date Manage a consistent process improvement and evaluation across all aspects of the operational team (Beta, OAT, Upgrades, Confluence, Documentation, Checklists, Support, Projects, and JIRA) Manage and ensure the technical team is allocated accordingly to support (incl On Call) and projects Develop structured training courses and supporting documentation (when required) Provide input into the development of new products (when required) Provide relevant and accurate business data and information sought by the senior managers and other key collaborators to inform current and future business decision-making. What We're Looking For Epic customer service skills A love for helping people and an appetite to learn Advanced knowledge of Microsoft Word, Excel, and PowerPoint Knowledge of Casino and/or club operations is a must Exceptional presentation, organizational, oral, and written communication skills, including the ability to write training and procedural documentation Demonstrated ability to work collaboratively and across all areas of the organization Instructional aptitude coupled with and mixture of strong technical and interpersonal client facing skills Proven application/technical training experience ideally within the gaming environment and in particular, cash-flow analysis and reconciliation procedures Ability to travel to customer sites to deliver training Capability to lead a diverse team in a fast pace and dynamic environment Company Summary Aristocrat Interactive Aristocrat Interactive is Aristocrat Leisure Limited’s (ASX:ALL) regulated online Real Money Gaming (RMG) business and was formed in 2024 when the Anaxi and NeoGames businesses (Anaxi, NeoGames, Aspire Global, BtoBet, and Pariplay) came together. The business is an industry leader in content and technology solutions for online RMG, with a full-service offering that includes content, proprietary technology platforms and a range of value added services across iLottery, iGaming and Online Sports Betting (OSB). About Aristocrat Aristocrat Leisure Limited (ASX: ALL) is a leading gaming content creation company powered by technology to deliver industry-leading casino games together with mobile games and online real money games, collectively entertaining millions of players worldwide, every day. Headquartered in Sydney, Australia, Aristocrat has three operating business units, spanning regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money (Aristocrat Interactive). Our team of over 8,500 people across the globe are united by our company mission to bring joy to life through the power of play. Our Values All about the Player Talent Unleashed Collective Brilliance Good Business Good Citizen Travel Expectations Up to 25% Additional Information This role is subject to mandatory background screening and regulatory approvals. As part of your employment with Aristocrat, you may be required to complete a criminal background check, submit fingerprints, and obtain licenses or registrations with applicable gaming regulatory authorities. Aristocrat operates in a highly regulated environment and holds licenses in over 340 gaming jurisdictions worldwide. To meet our global compliance obligations, you will be required to provide the disclosure of relevant personal and background information to government agencies, sovereign nations/tribal regulators, and other applicable gaming regulatory bodies. This is a condition of Aristocrat’s gaming licenses. The specific information required may vary depending on the jurisdiction and project assignment. At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship. Aristocrat Leisure Limited (Aristocrat) is a global entertainment and content creation company powered by technology to deliver world-leading casino and mobile games. Listed on the Australian Securities Exchange (ASX), Aristocrat (ASX code: ALL) is headquartered in Sydney, Australia, with over 7300 employees working in more than 20 locations across the globe. Aristocrat offers a diverse range of products and services including electronic gaming machines, casino management systems, mobile games and online real money games, including iLottery. Aristocrat has seven corporate functions and three reporting segments that span regulated land-based gaming (Aristocrat Gaming), social casino (Product Madness) and regulated online real money gaming (Aristocrat Interactive). Our game and product portfolios collectively entertain millions of players worldwide every day. Across our global enterprise, Aristocrat aims to create long-term sustainable value for all stakeholders by upholding our core values and producing the world’s best gaming content. Our people-first mindset prioritises the safety and wellbeing of our people. We have ambitions to be an industry leader in responsible gameplay and we invest in employees’ development and offer career pathways, so they have what they need to do their best work at Aristocrat. Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us every day. We are excited about the future of Aristocrat and united by our mission and we invite everyone to join us as we bring joy to life through the power of play! Aristocrat Leisure Limited or its affiliates worldwide provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to any protected characteristic, such as race, color, sex, religion, national origin, physical or mental disability, genetic characteristic, pregnancy, breastfeeding or related medical condition, sexual orientation, gender identity, gender expression, ancestry, citizenship, age, marital, military and veteran status, or any other characteristic prohibited by local, state/provincial or federal law. If you need assistance or accommodation applying for a position, please reach out to helpdesk-recruiting@aristocrat.com. At Aristocrat, sustainability is embedded in our strategy, operations and the values and culture of our teams across the globe. Our Sustainability report provides information on the progress we’ve made each year, across our four strategic sustainability pillars – Good Governance & Responsible Business, Empowering Safer Play (formerly responsible gameplay), Operational Sustainability & Climate, and People & Community. You can read more about our progress here: https://www.aristocrat.com/sustainability/

Responsibilities

The CXS Training Manager will lead the functional training team, ensuring customer satisfaction and team performance while providing operational support to venues. They will also manage training courses, conduct venue check-ins, and oversee process improvements.