Qureos Mentor

Virginia Lottery

<div><div><div><ul><li>5103395
</li></ul></div><div><ul><li>Richmond, Virginia, United States
</li></ul></div><div><ul><li>Virginia Lottery
</li></ul></div><div><ul><li>Administrative Services
</li></ul></div><div><ul><li>Full-Time (Salaried)
</li></ul></div><div><ul><li>Virginia Lottery</li></ul></div></div><p></p><div><br>
</div><p></p><div><p><b>Title:</b> Project Manager</p>
<p><b>
Hiring Range:</b> $98,561 - $128,465</p>
<p><b>
Agency:</b> Virginia Lottery</p>
<p><b>
Location: </b>Richmond, VA</p>
<p><b>
Agency Website:</b> www.valottery.com</p>
<p><b>
Recruitment Type:</b> General Public - G</p>
<p>
For more than three decades, the Virginia Lottery has worked to build a strong reputation, one synonymous with providing fun, entertaining experiences and doing so responsibly and with integrity. Proceeds from traditional Lottery games support K &ndash; 12 public education in Virginia. Taxes generated by sports wagering and casino gaming, which are regulated by the Lottery, benefit other priorities of the Commonwealth.
</p><p>The Virginia Lottery, an independent state agency, is currently seeking a Project Manager to join its team.</p><br>
<div>
The Project Manager will serve as the contact point for driving projects to successful completion by meeting the identified business needs of his/her business partners. Possess enough technical knowledge to work well with all levels of technical staff and bring business knowledge to projects. Ensure projects are delivered within scope, budget, and schedule acceptance rates. Create the project charter, project schedule, identify and update risks and issues, provide the project status report to key stakeholders, assist with other documentation, lead project team meetings, and conduct project lessons learned meetings to implement additional best practices. Partner extensively with associated Business Analysts and the PMO Manager to ensure established best practices instituted by the PMO are followed in accordance with established procedures and methodologies.<br>
<br>
The Project Manager will:
<br>
<br>
<ul><li>Work with customers to understand the overall objectives and how the project or initiative correlates with business goals and strategies.</li><li>Collaborate with business partners, sponsors, assigned Business Analyst and project team members to create the project charter, work breakdown structure (WBS), project schedule, evaluation and recommendations documents, communications plan, RACI documents, and other project artifacts as assigned.</li><li>Measure performance metrics against performance targets.</li><li>Work with customers and the project team to develop metrics and processes.
</li><li>Prepare project status reports, lead project meetings and reviews, and interact with project teams and individuals as required within the project's scope, and regularly communicate with sponsorship.</li><li>Recommend and implement process improvement opportunities for the project team and overall projects.</li><li>Review completed projects for technical accuracy, requirements compliance, adherence to standards and drive lessons learned meetings to incorporate best practices.</li><li>Coordinates internal resources and third parties/vendors for the flawless execution of projects.</li><li>Ensure that all projects are delivered on-time, within scope and within budget.</li><li>Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.</li><li>Perform risk management throughout the project lifecycle to minimize project risks.</li><li>Manage resource availability and allocation.</li><li>Create and maintain comprehensive project documentation.</li><li>Keep abreast of technological advancements in the rapidly changing IT industry and incorporate new technology when applicable.
</li><li>Develop detailed project schedules to monitor and track progress across projects.</li><li>Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques.</li><li>Communicate effectively with customers and management to identify needs and alternative technical and business solutions to address customer requirements.
</li><li>Report risks and issues and escalate to management as needed and appropriate.</li><li>Successfully manage the relationship with the client and all stakeholders.</li><li>Establish and maintain relationships with third parties/vendors.</li><li>Coordinate with other development, support, and operational groups, and inform peers and management of significant issues and activities.</li><li>Effectively communicate issues with management, operations staff, and end-users to efficiently manage the problem until it has been resolved.</li><li>Continually seek opportunities to increase customer satisfaction and strengthen client relationships.</li><li>Manage client expectations effectively.</li><li>Performs other duties as assigned.</li></ul></div><p><b><br>
Minimum Qualifications</b></p>
<ul><li>Certified Scrum Master (CSM) certification from Scrum Alliance.
</li><li>Five-plus years of experience in project management in the information technology arena.
</li><li>Extensive knowledge of project management best practice methodologies.
</li><li>Superior knowledge of project management strategies.</li><li>Ability to establish and maintain effective working relationships with others, both within the Lottery and externally.</li><li>Ability to communicate effectively, verbally and in writing, with end users, Project Managers, Business Analysts, contractors, Executive Sponsors, Steering Committees, and associated staff.</li><li>Proven experience in managing projects using Waterfall and Agile methodologies.</li><li>Possess exceptional organizational skills, including attention to detail and excellent multi-tasking skills.</li><li>Utilizes modern project management tools, automation, and AI-assisted capabilities (where appropriate and governed) to improve delivery efficiency, risk identification, reporting quality, and stakeholder decision‑making.
</li><li>Ability to deal with ambiguous situations, complex concepts and details.</li><li>Understands the client's needs, provides realistic expectations, establishes specific customer satisfaction standards and actively monitors client satisfaction.</li><li>Experience managing projects in regulated or compliance‑driven environments with proven ability to ensure deliverables meet audit, security, and governance standards.</li><li>Strong and tested project management skills, including sponsor and risk management.</li><li>Ability to work independently on multiple projects, at once, with minimal assistance from supervisor.</li><li>Ability to effectively negotiate resources with resource managers and to schedule work accordingly.</li><li>Ability to work with Lottery departments and vendors, including those in Senior Management, to create partnerships and negotiate solutions, while driving projects to a successful completion.</li><li>Ability to serve as Team Leader, providing overall direction to other project team members.</li><li>Demonstrates the ability to influence decisions and drive outcomes through stakeholders and teams not under direct authority.</li><li>Ability to work in a consulting capacity to all Lottery departments and work units.</li><li>Strong analytical, problem solving and leadership skills.</li><li>Excellent interpersonal skills, including active listening skills, as well and oral and written communication.</li><li>Ability to build trust and credibility with resource managers and assemble the project team.</li><li>Proficiency in Microsoft Office (Excel, Word, Visio, and Project)</li></ul><br>
<ul><li>A comparable amount of training and experience may be substituted for the minimum qualifications.</li></ul><p><b><br>
Additional Considerations</b></p>
<ul><li>Bachelor&rsquo;s Degree from an accredited 4-year college or university with major studies in Information Technology, Business Administration or related field preferred.</li><li>Advanced degree in Information Technology or related field preferred.
</li><li>Project Management Professional (PMP) certification from the Project Management Institute (PMI) preferred.
</li><li>Lottery/iLottery experience preferred.<br>
</li></ul><p><b>Special Instructions</b></p>
<p>
You will be provided a confirmation of receipt when your application and/or r&eacute;sum&eacute; is submitted successfully. Please refer to &ldquo;Your Application&rdquo; in your account to check the status of your application for this position.</p>
<ul><li>Must complete background investigation. Valid driver&rsquo;s license, with satisfactory driving record is required.
</li><li>Minimal travel required.</li><li>Able to work hybrid schedule requiring three days in office (Tuesday and Wednesday mandatory).</li></ul><p><b><br>
Contact Information</b></p>
<p>
Name: Jennifer Taylor</p>
<p>
Email: jtaylor@valottery.com</p><br>
<p></p>
<p>
In support of the Commonwealth&rsquo;s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging &amp; Rehabilitative Services (DARS), or the Department for the Blind &amp; Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.</p>
<p>
Note<b>:</b> Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.</p></div></div>

Project Manager

<div><div><div><ul><li>5103396
</li></ul></div><div><ul><li>Abingdon, Virginia, United States
</li></ul></div><div><ul><li>Virginia Lottery
</li></ul></div><div><ul><li>Administrative Services
</li></ul></div><div><ul><li>Full-Time (Salaried)
</li></ul></div><div><ul><li>Virginia Lottery</li></ul></div></div><p></p><div><br>
</div><p></p><div><p><b>Title:</b> Customer Service Associate</p>
<p><b>
Hiring Range:</b> $52,708.00 - $57,000.00</p>
<p><b>
Agency:</b> Virginia Lottery</p>
<p><b>
Location: </b>Abingdon, VA</p>
<p><b>
Agency Website:</b> www.valottery.com</p>
<p><b>
Recruitment Type:</b> General Public - G</p>
<p>
For more than three decades, the Virginia Lottery has worked to build a strong reputation, one synonymous with providing fun, entertaining experiences and doing so responsibly and with integrity. Proceeds from traditional Lottery games support K &ndash; 12 public education in Virginia. Taxes generated by sports wagering and casino gaming, which are regulated by the Lottery, benefit other priorities of the Commonwealth.</p>
<p>
The Virginia Lottery, an independent state agency, is currently seeking a Customer Service Associate to join its Abingdon Customer Service Center.</p><br>
<div>
The Customer Service Associate provides excellent customer service to internal and external stakeholders including players, retailers, Lottery employees and the general public via telephone and face-to-face interactions.
<br>
<br>
The Customer Service Associate:
<br>
<br>
<ul><li>Provides quality, upbeat customer service to, players, general public and co-workers.</li><li>Communicates applicable information regarding the Lottery (in general), the Lottery&rsquo;s policies and regulations game-specific information (such as game rules, how to play, winning numbers, and contest and promotional information to players).</li><li>Validates and accurately processes payments of winning ticket claims from Virginia Lottery instant and on-line games (including ensuring player submits proper identification and submits signed ticket), and maintains all records pertaining to claims.</li><li>Researches and provides problem resolution to customers within established Lottery and State rules and regulations.</li><li>Explains debt set-off situations to customers in a professional demeanor and directs players to proper authority to discuss the deduction.</li><li>Provides backup for Headquarters and Prize Zone West claims payment office.</li><li>Maintains ticket inventory for Lottery Express, as well as prepare, make and report bank deposits &amp; deposit certificates for Lottery Express.
</li><li>Notifies Communications on large winners for interview purposes and takes photos, prepares winner check &amp; presentations, produces winner awareness.
</li><li>Proficient in following all procedures for licensing.
</li><li>Tracks &amp; assists prospective retailers on licensing of new locations, C/O, renewals, and bonding.
</li><li>Uses templates to create correspondence to customers and retailers.
</li><li>Coordinates retailer licensing ensuring complete paperwork and fees are submitted to HQ. Mails original documents to the licensing department.
</li><li>Enters and tracks licensing in the system according to documented procedures.
</li><li>Schedules installation of new equipment.
</li><li>Maintains files in accordance with agency guidelines.
</li><li>Prepares, makes and reports bank deposit &amp; deposit certificates for licensing.
</li><li>Resolves issues through communication with Retailers, HQ and our sales team.
</li><li>Keeps the Sales Representatives, Area Managers and Customer Service Manager updated with the status of all retailer licensing issues.
</li><li>Scans paperwork into the licensing global file within 24 hours of receiving information.
</li><li>Follows up with emails to HQ, SR, AM and CSM of information sent.
</li><li>Sends original documents to HQ in a timely manner.
</li><li>Provides manager with resolutions to technical issues in licensing.</li><li>Assists sales as needed, including providing stats on winners, sales and claim activities to Sales Representatives.
</li><li>Assists with mailing out instant and top-selling games to Sales Representatives.</li><li>Processes adjustments through the ES System for missed delivered tickets.
</li><li>Assists retailers with confirmation &amp; activation issues.
</li><li>Processes tickets problem reports &amp; provides documentation to HQ.
</li><li>Schedules vehicle repairs.
</li><li>Assists with retailer training and some issues involving retailers. Researches and resolves instant ticket problems including getting a ticket reconstructed.
</li><li>Oversees, in collaboration with scratch games manager, all second-chance drawings.</li><li>Serves as Lottery representative to oversee third-party vendor fulfillment of all prizes (sometimes thousands).
</li><li>Supports and backs up Warehouse Associate as needed, including transferring tickets to trunk stock, processing ticket returns, performing trunk stock audits, and assisting with data entry involving inventory control.</li></ul><br>
<b>
Minimum Qualifications</b></div>
<ul><li>High School Diploma or equivalent required.
</li><li>General knowledge of advanced business and computer courses, general office and administrative work, and data processing and entry experience preferred.
</li><li>Minimum 2-5 years of experience in a customer service business environment preferred.
</li><li>Working knowledge of Accounting.</li><li>Demonstrated ability to independently resolved customer concerns.</li><li>Exceptional communication (oral and written) skills.</li><li>Ability to maintain strict confidentiality of sensitive material.</li><li>Must be able to work with minimum supervision and handle multiple tasks with frequent interruptions concurrently.</li><li>Excellent organizational skills.</li><li>Working experience in high volume data processing work environment with the ability to meet critical deadlines.
</li><li>Proficiency in desktop applications such as, but not limited to, Microsoft Office, and integrated automated system applications.</li><li>Exceptional customer service and interpersonal relations skills.</li></ul><br>
A comparable amount of training and experience may be substituted for the minimum qualifications.
<p><b>
Additional Considerations</b></p>
<ul><li>Some college preferred.</li></ul>
<p><b>
Special Instructions</b></p>
<p>
You will be provided a confirmation of receipt when your application and/or r&eacute;sum&eacute; is submitted successfully. Please refer to &ldquo;Your Application&rdquo; in your account to check the status of your application for this position.</p>
<ul><li>Must complete a background investigation.
</li><li>Must possess a valid driver's license.</li><li>Minimal travel may be required.</li><li>Position not eligible for telework.</li></ul>
<p><b>
Contact Information</b></p>
<p>
Name: Jennifer Taylor</p>
<p>
Email: jtaylor@valottery.com</p><br>
<p></p>
<p>
In support of the Commonwealth&rsquo;s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging &amp; Rehabilitative Services (DARS), or the Department for the Blind &amp; Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.</p>
<p>
Note<b>:</b> Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.</p></div></div>

Customer Service Associate

Join Virginia Lottery and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Virginia Lottery

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Project Manager

Customer Service Associate