Penn National Gaming, Inc.

Senior Manager of Continuous Improvement

Location US-NJ-Cherry Hill
Job ID
Casino Property
Penn Interactive Ventures - NJ
Position Type
Regular Full-Time
Interactive Gaming & Product/Project Management


Penn Interactive Ventures (PIV) is a real-money interactive gaming company headquartered in Philadelphia. As the digital arm to Penn National Gaming (NASDAQ: PENN), the largest regional casino operator in the U.S., we are poised for fast-paced growth in the sports betting and online casino space and are looking for a Sr. Manager of Continuous Improvement to join our expanding Sportsbook team! 


As the Senior Manager of Continuous Improvement, you will oversee the Department that is responsible for effectively identifying jurisdictional operational implications, ensuring the operation is adequately prepared to meet all requirements in a live environment, and holding the operation accountable for meeting expectations.

Your daily responsibilities include

  • Lead and manage the Continuous Improvement Team to ensure PI is able to meet key deadlines and business objectives as the operation scales into new jurisdictions
  • Analyze current business processes in the operation and drive change by introducing process improvement measures where needed
  • Manage the development of an internal quality assurance program for the operation
  • Develop short, medium- and long-term strategies for areas of the operation including Launch Readiness, Continuous Improvement, Player Experience, Risk and PaymentsDelegate analyst resources to perform operational gap analysis on new state regulations as PI prepares to launch in new jurisdictions
  • Manage and execute on business continuity procedures and gather feedback from relevant department stakeholders
  • Lead all project management efforts across departments in the Cherry Hill operations center
  • Manage Ad –hoc projects and monthly health checks on existing Standard Operating Procedure and Internal Control effectiveness
  • Partner with business stakeholders to identify additional reporting needs for the operation and manage third party partners in the development these reporting deliverables
  • Build quality assurance program for the Cherry Hill Operations center and assume overall accountability in oversight of the program
  • Audit all KPIs across the Cherry Hill Operation and hold Risk & Payments and Player Experience Departments accountable
  • Responsible for all operational and procedural quality assurance protocols for all verticals in PI
  • Oversee Team Member development and learning to ensure engagement and retention of Team Members
  • Make recommendations for staffing, including interviewing and hiring new Team Members
  • Promote accountability of all team members by coaching, delivering constructive feedback, and conducting performance evaluations (including disciplining, coaching, and counseling).
  • Identify issues, and develop solutions and solve, with the Compliance Team, when gaps are uncovered in operational processes and procedures
  • Monitor progress on all newly introduced policy and procedural changes, and pivot as necessary where gaps exist.
  • Work with other business leaders to implement and improve procedures to ensure organizational efficiencies.
  • Perform other duties as assigned.


  • Be data driven. Know the data; create a culture where data-driven decisions lead to the right outcomes.
  • Be analytical. Police the product; analyzing player behavior will be paramount.
  • Be accountable.  Adopt a customer-first mindset; follow through on all escalations in your care.
  • Be focused. Respond promptly with good grammar, punctuation, and attention to detail.
  • Be communicative. Over-communicate with the team.
  • Be helpful. Look for creative ways to assist and make the team more effective.
  • Be proactive. Continuously evaluate and identify opportunities for process improvement.
  • Be entrepreneurial. Keep abreast of competitor activities in the industry and help identify how we can meet or exceed
  • Be organized. Juggle multiple priorities and projects at any given time ensuring deadlines are met.



To be successful in this position it will require the following skill set


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

  • Bachelor’s degree in business or similar field required.
  • Excellent project management skills.
  • Demonstrated leadership skills.
  • At least three years of experience in a project management
  • Knowledge of GAAS or other auditing related function or methodology
  • Demonstrable experience in a highly regulated and compliance focused role.
  • Strong attention to detail.
  • Excellent problem solving and analytical thinking skills.
  • Proficient in Microsoft Office.
  • Ability to maintain a friendly disposition under pressure and able to carry many competing deliverables with ease.
  • Communicate to various audiences in a clear and concise manner.
  • Employee must be able to qualify for licenses and permits required by federal, state and local regulations.


Something to leave you with

Penn Interactive is committed to helping our team members live their best, healthy life. We offer unique and competitive benefits that help our employees, through a private exchange which allows our team members the ability to choose from several coverage levels and insurance carriers (both local and national carriers). Along with medical, prescription, dental, and vision coverage, there are also voluntary plans available to employees.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.