Operations Review Analyst

Operations Review Analyst

This is a professional position responsible for performing advanced compliance monitoring, analytical problem solving, and operational analysis in support of Games Administration operations. The incumbent of this position reports directly to the Games Administration Manager. Responsibilities require the use of independent judgment in analyzing complex retailer, player, and transactional data, as well as interpreting and ensuring compliance with state statutes, administrative rules, and internal policies.

The incumbent provides analytical insight into and reporting on Lottery operations by evaluating customer interactions, including calls and emails, to identify trends in response to games and promotions. This role synthesizes customer feedback to inform cross-functional partners and supports management in enhancing the customer experience, improving processes, and maintaining operational integrity and compliance.

The incumbent must possess comprehensive knowledge of Lottery operations, including customer service functions, gaming systems, and applicable regulatory requirements. With this knowledge, the incumbent identifies potential risks, investigates irregularities, and provides recommendations to management regarding operational improvements and compliance actions.

The incumbent assigned to this position is responsible for carrying out the duties described below in accordance with prescribed policies and procedures.

• Games Administration Operations
• Data Analysis and Operational Insights
• System and Operational Change Support
• Process Improvement and Automation
• Compliance and Quality Assurance
• Operational Auditing and Monitoring
• Stakeholder Feedback and Coordination

Knowledge, Skills, and Abilities:

Ability to communicate clearly, effectively, and accurately both orally and in writing. Ability to effectively use internal integrated office automation systems and equipment. Ability to use effective analytical and problem-solving techniques. Ability to plan, organize, prioritize, and coordinate work assignments for self. Ability to work independently while also providing feedback and guidance to others. Ability to manage information of a confidential or proprietary nature.

Ability to research, compile and analyze data. Working knowledge of automated inventory systems and database systems. Broad knowledge of effective customer service practices. Broad knowledge of accounting practices. Knowledge of effective business communication. Knowledge of office procedures and practices. Ability to maintain effective and professional working relationships while promoting respect and courtesy among team members in accordance with Lottery personnel policies.

Other job-related requirements for this position:

High School Diploma or equivalent (GED) required. 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.

Location:

Tallahassee, FL, US, 32301