Director, Gaming Systems Customer Success

The Director, Gaming Systems Customer Success is a strategic leader responsible for driving customer satisfaction, retention, and growth. This role requires a deep understanding of customer needs, the ability to build strong relationships, and expertise in leading a customer success team. The Director will oversee the development and execution of strategies that increase product adoption, ensure a seamless customer experience, and achieve measurable business outcomes. This position will work closely with cross-functional teams to align customer success efforts with overall business objectives.

What You'll Do

Team Leadership

• Lead, mentor, and develop the Customer Success team, fostering a collaborative and high-performance culture.

• Conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional development.

• Facilitate team meetings to align on goals, set priorities, share updates, and address challenges.

Customer Service Excellence

• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution

• Develop and maintain strong relationships with key internal stakeholders

• Review and analyze customer feedback and survey results to identify opportunities for improvement

Operational Management

• Develop and implement long-term strategies for customer success that align with the corporate goals and business objectives

• Oversee the design and execution of customer success training programs to ensure consistent and impactful customer interactions

• Set annual performance goals for the team, conducting regular performance evaluations to drive improvement

Reporting and Documentation

• Prepare and present regular reports on operational performance, team productivity, and customer satisfaction.

• Maintain accurate and up-to-date documentation of customer success procedures, policies, and knowledge bases.

• Ensure compliance with company policies, jurisdictional regulations and requirements, and quality standards.

What We're Looking For

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum 5  years experience in customer service, with at least 2 years in a managerial role
• Proven track record of improving customer service operations and team performance
• Expertise in customer retention, growth strategies, and managing complex customer relationships.
• Strong leadership and team management skills with a focus on driving performance and accountability
• Experience in developing and executing customer success strategies that align with company goals
• Understanding product adoption and onboarding strategies
• Excellent communication and presentation skills
• Strong problem-solving and conflict-resolution skills
• Ability to analyze data and generate actionable insights
• Customer-focused mindset with a commitment to delivering exceptional service

Company Summary

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), mobile games publishing (Pixel United) 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

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

Up to 25%

Pay Range

$133,700 - $248,300 per year

Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.