Leads quality, coaching, leadership development, performance improvement, and change management across lottery fulfillment centers. Uses analytics to identify trends, establish KPIs, improve customer experiences, and guide operational decisions. Manages project managers, oversees cross-functional initiatives, supports adoption of new processes and technologies, and ensures compliance with regulatory requirements. The role requires stakeholder influence, team leadership, complex project management, and travel to fulfillment centers nationwide.

Lead strategy and programs for leadership effectiveness, designing AI-enabled coaching, learning, simulations, and manager enablement. Partner with senior leaders to scale leadership experiences, build AI copilots, measure manager effectiveness, and align leadership development with business priorities.