Client Services Manager in Las Vegas, NV at Scientific Games

Date Posted: 6/26/2018

Job Snapshot

  • Employee Type:
  • Location:
    Las Vegas, NV
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

The Training Manager is responsible for the planning, development, management and delivery of training services. As a Training Manager you will focus on overseeing and developing the training team on Bally product knowledge and soft skills that will enhance the customer journey.  
Essential Job Functions:

• Executes present and future training program priorities; leads the analysis, design, development, and implementation of training solutions both internally and externally; including eLearning and Master Professional Series
• Manages a team of training professionals focused on delivering a high level of service, training support, and subject matter expertise to gaming professionals/operators
• Assist with the annual succession planning program and supports talent management initiatives focused on the building of bench strength through individual development and career pathing
• Assist with the development of long term learning strategy and curricula while partnering with senior management to ensure training programs support changing business needs and address new initiatives
• Apply creative approaches and instructional methodologies to the design, delivery, and evaluation of learning content (e.g., custom eLearning, video, web-ex, individual training, group instruction, self-study, lectures, demonstrations, simulation exercises, role play, and computer-based training).
• Collaborates with subject matter experts and clients to understand content and learning requirements and produce videos/documents to support the training/development process
• Conducts analysis on training effectiveness, maintains appropriate metrics, and recommends improvements to existing programs as necessary
• Works directly with the Internal Training Department on organizing, scheduling and conducting internal product and soft skills training; tracks individual training members progress
• Maintains the training environment (s) for Internal Training/self-learning and customer education
• Remains informed and current on industry trends to develop new training services offerings through industry periodicals and professional affiliations; remains informed of new Bally products and services
• Prepares proposals and cost estimates for potential future projects/engagements
• Coordinates with System Engagement, Project Management, Technical Services and Consulting to gather and provide input/feedback for improvement of products and services
• Maintains Subject Matter Expert (SME) status of a core Bally product; ability to train and support said product and has intermediate to advanced knowledge of two plus Bally cross-products
• Responsible for the supervision, development, growth and tracking of the System Trainer, Lead System Trainer and Senior System Trainer
• Performs additional duties as assigned

Job Requirements

Training and/or Experience:
• Five years of prior training, teaching, or related experience
• Five years of technical experience preferably software related
• Five years casino operations, gaming experience and/or Bally System product knowledge
• Management experience required
• Accounting experience a plus

Knowledge, Skills and Abilities:

• Intermediate knowledge of Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, Visio)
• Intermediate knowledge of Atlassian JIRA
• Intermediate knowledge of Bomgar remote support software
• Basic SQL knowledge; ability to read/write basic queries
• Basic knowledge of database engines, table structures and services
• Basic knowledge of networks, server architecture and infrastructure
• Must possess and maintain a valid driver’s license and passport
• Ability to secure and maintain gaming license
• Strong technical, analytical and problem-solving & decision-making skills
• High degree of competency with adult learning concepts, practices, and procedures
• Versatility and strength in both written and verbal communications
• Professional and political acumen, diplomacy, and tact
• Ability to take initiative and manage simultaneous deliverables under pressure
• Positive, collaborative, and solutions-focused temperament
• Ability to work with a high degree of autonomy and seek clarification when necessary
• Strong public speaking and presentation skills
• Excellent planning and management skills
• Experience in leadership and mentoring


• Bachelor’s Degree in Business, Marketing, Accounting, Computer Science, Education or related work experience

Physical Requirements:  

• Ability to travel.

Work Conditions:  

• The work conditions are representative and typical of similar jobs in comparable organizations
• Some travel is required
SG is an Equal Opportunity Employer and does not discriminate against applicants due to race, ethnicity, gender, sexual orientation, veteran status, or on the 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 EEOC Poster.


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