General Manager, Illinois Southern Region

About Us

Accel Entertainment, Inc. (NYSE: ACEL) is a growing provider of locals-focused gaming and one of the largest terminal operators in the United States, supporting more than 29,000 electronic gaming terminals in nearly 4,700 third-party local and regional establishments and 20 self-operated gaming locations across ten states. Through exclusive long-term contracts, Accel serves licensed non-casino locations including bars, restaurants, convenience stores, truck stops, gaming cafes, and fraternal and veteran establishments.

Accel provides its local partners with a turnkey, full-service, capital-efficient gaming solution that encompasses manufacturing, content, payments, loyalty, 24/7 customer service, data analysis and reporting, and cash logistics. The Company’s racino, Fairmount Park - Casino & Racing, features live racing, electronic gaming machines, live table games, food and beverage amenities, and pari-mutuel betting.

Job Description :

ABOUT ACCEL ENTERTAINMENT

Accel Entertainment, Inc. (NYSE: ACEL) is a growing provider of locals-focused gaming and one of the largest terminal operators in the United States, supporting more than 29,000 electronic gaming terminals in nearly 4,700 third-party local and regional establishments and 20 self-operated gaming locations across ten states. Through exclusive long-term contracts, Accel serves licensed non-casino locations including bars, restaurants, convenience stores, truck stops, gaming cafes, and fraternal and veteran establishments.

Accel provides its local partners with a turnkey, full-service, capital-efficient gaming solution that encompasses manufacturing, content, payments, loyalty, 24/7 customer service, data analysis and reporting, and cash logistics. The Company’s racino, Fairmount Park - Casino & Racing, features live racing, electronic gaming machines, live table games, food and beverage amenities, and pari-mutuel betting.

DUTIES AND RESPONSIBILITIES

1. Operational Performance & Execution

• Lead the overall operational infrastructure supporting route gaming operations, including warehouse, service, installation, collections, sales and call center functions.

• Establish consistent operating standards, processes, and performance expectations across the organization.

• Drive continuous improvement in productivity, quality, responsiveness, and cost.

• Identify operational bottlenecks and implement solutions that improve speed, efficiency, and customer service.

• Establish and monitor key operational metrics and hold leaders accountable for results.

• Be an expert for gaming content for Illinois and work with Illinois manufacturers to stay informed on developments and collaborate with company management on recommendations.

2. Gaming Operations, Warehouse & Equipment Management

• Oversee warehouse and gaming operations to ensure equipment is received, stored, prepared, deployed, returned, and redeployed efficiently.

• Establish appropriate inventory controls and processes for gaming equipment, parts, supplies, and other assets.

• Partner with procurement and market leadership to ensure appropriate equipment availability.

• Minimize obsolete, excess, damaged, and idle inventory.

• Develop processes that maximize utilization of the company's gaming assets.

• Get the right equipment to the right place at the right time at the lowest practical operating cost.

3. Service & Installation Operations

• Lead the service and installation organization through subordinate managers.

• Establish service-level standards and ensure technicians consistently meet them.

• Optimize technician staffing, routing, scheduling, and productivity.

• Improve first-time fix rates and minimize repeat service calls.

• Establish installation standards and ensure new installations are completed accurately, safely, and on schedule.

• Identify opportunities to leverage technology, remote diagnostics, automation, and improved processes to increase machine uptime.

• Machine uptime ultimately translates directly into revenue.

4. Customer Acquisition and Retention

• Lead sales teams to attract, retain and grow high-value locations.

• Partner with Marketing, Sales Enablement, and Product teams to strengthen customer engagement and loyalty.

• Monitor competitive activity, market trends, regulatory developments, and customer feedback; translate insights into clear action plans.

• Identify opportunities to improve partner satisfaction and retention.

5. Collections & Cash Operations

• Lead the collections function and establish standards for timely, accurate, and secure collection of gaming revenue.

• Develop processes to maximize collection efficiency while minimizing shrinkage, errors, and unnecessary labor.

• Establish controls around cash handling, reconciliation, transportation, and accountability.

• Partner with Finance to ensure operational collection processes support accurate financial reporting.

• Identify opportunities for technology and process improvements to reduce cash-handling costs and risk.

6. Customer / Location Support & Call Center

• Lead the call center/customer support function and establish clear service standards.

• Improve responsiveness and resolution of location issues.

• Develop appropriate escalation processes between the call center, service organization, gaming operations, and market teams.

• Use call-center data to identify recurring operational and customer issues.

• Develop performance metrics that measure both speed and quality of resolution.

• Turn customer issues into operational improvements.

7. Budgeting, Forecasting & Financial Management

• This should be a core accountability, not an administrative responsibility.

• Develop the annual operating budget for the functions under the leader's responsibility.

• Develop and maintain rolling forecasts based on operational performance and business conditions.

• Establish appropriate labor, equipment, inventory, facilities, and operating expense assumptions.

• Monitor actual performance against budget and forecast.

• Identify variances and develop corrective actions.

• Evaluate capital requirements and develop business cases for significant operational investments.

• Ensure operational decisions appropriately balance service, revenue, productivity, and cost.

8. Procurement, Inventory & Facilities

• Provide leadership and direction to subject matter experts responsible for inventory procurement, facilities, and related operational support.

• Establish procurement standards that balance cost, quality, availability, and operational requirements.

• Develop appropriate inventory policies and controls.

• Ensure facilities support safe, efficient, and scalable operations.

• Evaluate facility utilization and identify opportunities to consolidate, relocate, or improve facilities.

• Negotiate or support vendor relationships as appropriate.

• Allow subject matter experts to remain experts, while ensuring they are aligned with the broader operating strategy.

9. People, Leadership & Organizational Development

• Build and lead a high-performing operations leadership team.

• Establish clear roles, responsibilities, performance expectations, and accountability throughout the organization.

• Develop managers and supervisors and create succession plans for critical positions.

• Establish workforce planning and staffing models based on business requirements.

• Partner with HR to improve recruiting, onboarding, retention, performance management, and employee development.

• Ensure the organization has the right talent and organizational structure to support growth.

• Support the EOS Operations Model

10. Operational Strategy & Continuous Improvement

• Develop and execute a multi-year operational strategy aligned with the company's overall business objectives.

• Evaluate processes and organizational structures to identify opportunities for greater scale and efficiency