72-120 Manager - Surveillance Operations

The Manager – Surveillance Operations provides leadership and accountability for the casino’s surveillance function, ensuring continuous, independent, and compliant monitoring of all gaming and non-gaming activities. Reporting directly to the Director – Security & Surveillance, this role is responsible for preserving the integrity of surveillance operations, enforcing regulatory standards, and maintaining the independence and credibility of the Surveillance Department. Success in this position is defined by regulatory readiness, system integrity, unbiased reporting, effective investigations, and the professional conduct of all surveillance personnel.

• Important Notice | Employment Restrictions: Pursuant to applicable gaming regulations and the tribal-state gaming compact, individuals assigned to the Surveillance Department are prohibited from transferring to or being employed in any other department after performing surveillance duties. This restriction is intended to preserve the independence and integrity of the surveillance function and applies to both internal transfers and future reemployment with UMCH following separation from service.

Surveillance Department Leadership & Operational Oversight: Provide strategic and operational leadership for all Surveillance activities, ensuring continuous, compliant monitoring of gaming and non-gaming operations in accordance with Tribal Gaming Compact requirements and internal controls.

Regulatory Compliance & Gaming Compact Adherence: Ensure full compliance with all surveillance-related gaming regulations, Tribal Gaming Compact provisions, Title 31 obligations, and internal control standards. Serve as the primary point of accountability for surveillance regulatory readiness and inspection outcomes.

Policy Interpretation & Procedural Enforcement: Interpret, enforce, and operationalize surveillance-related policies and procedures across all departmental functions. Ensure consistent application and escalation of policy violations or irregularities.

Surveillance Systems Governance & Security: Maintain ultimate accountability for the integrity, security, access control, and auditability of all surveillance systems, footage, and records across the property.

Investigations, Reporting & Executive Communication: Direct internal surveillance investigations, oversee reporting of incidents, irregularities, and trends, and provide concise, defensible reports to the General Manager, Director – Security and Surveillance, Finance leadership, and regulatory authorities as required.

Departmental Independence & Ethical Safeguards: Preserve the independence and objectivity of the Surveillance function by enforcing strict separation from operational influence and ensuring unbiased reporting and investigative practices.

Staff Leadership, Training & Performance Management: Lead, train, and develop Surveillance personnel across all levels. Establish expectations for professionalism, confidentiality, documentation standards, and regulatory compliance.

Resource Planning & Operational Coverage: Ensure appropriate staffing, shift coverage, and system availability to support 24/7 surveillance operations. Proactively identify operational risks related to coverage gaps or technical limitations.

Balanced Observation & Culture Support: Guide the department in identifying not only policy violations and suspicious activity, but also instances of exemplary employee conduct, supporting a balanced, credibility-driven surveillance culture.

Interdepartmental Coordination & Executive Partnership: Coordinate with IT, Security, Finance, Human Resources, and executive leadership to ensure surveillance operations support enterprise risk management, compliance integrity, and operational transparency.

Confidentiality & Departmental Independence: Uphold absolute confidentiality and the institutional independence of the Surveillance function at all times, ensuring information is disclosed strictly on a need-to-know and regulatory basis.

Supervisory Responsibilities

This position provides direct supervisory oversight of the Surveillance Department, including approximately ten (10) Surveillance Agents, one (1) Surveillance Technician, one (1) Surveillance Assistant Technician, and one (1) Surveillance Assistant Manager. The Manager – Surveillance Operations is responsible for scheduling, training, performance management, procedural enforcement, and daily operational accountability of all surveillance personnel. While duties may be delegated as appropriate, this role retains full responsibility for departmental outcomes. The Manager leads hiring, onboarding, corrective action, and separation processes in coordination with the Director – Security & Surveillance and Human Resources, ensuring all employment actions align with regulatory requirements, enterprise policy, and the independence of the Surveillance function.

Surveillance Department Expectations

• Maintain the highest standards of integrity, confidentiality, and regulatory compliance, strictly adhering to gaming regulations, Title 31 requirements, and all internal controls while preserving the independence of the Surveillance function.
• Perform all duties with professionalism, discretion, and emotional discipline, ensuring sensitive information, observations, and investigative matters are never disclosed outside authorized channels.
• Demonstrate exceptional attention to detail, objectivity, and focus during monitoring and reporting activities, avoiding speculation and relying solely on factual, documented observations.
• Contribute to a culture of accountability, continuous learning, and balanced oversight that supports both regulatory enforcement and recognition of exemplary conduct across the enterprise.

Reliability and Positive Attitude

• Maintain dependable attendance and punctuality, demonstrating reliability in fulfilling your role.
• Be willing to work extended hours, irregular schedules, weekends, and holidays as needed to meet business demands.
• Perform other duties and projects as assigned, showing flexibility and adaptability.
• Attend and actively participate in all company-assigned trainings to enhance skills and knowledge.
• Approach all tasks with a positive attitude, contributing to a pleasant work environment and enhancing guest experiences.
• If you make a mistake, make it in favor of the guest or the employee, never the house!

Customer Service Excellence

• Create memorable guest experiences by providing outstanding service that leaves a lasting positive impression on all of UMCH's visitors.
• Always engage by interacting warmly and professionally with all guests, making them feel welcome and valued.
• In every situation, seek to “find a path to yes.”
• Anticipate guest needs and respond promptly to requests, ensuring high levels of satisfaction.

Teamwork and Collaboration

• Work collaboratively with colleagues to ensure seamless service.
• Treat all team members with mutual respect, professionalism, and commit to hold yourself and your team accountable to the UMCH values of Integrity, Team Engagement, Drive to Succeed, and Service Excellence.
• Communicate effectively with team members to coordinate tasks and provide a cohesive entertainment experience.
• Support team members by assisting when needed and sharing responsibilities. Take ownership!

Attention to Detail

• Maintain high standards of quality and presentation in all aspects of your work.
• Follow all established SOPs diligently and with great care.
• Monitor the grounds, equipment, and supplies, promptly reporting any issue to ensure smooth operations and a welcoming environment for our employees and guests.

Communication

• Communicate clearly and professionally with guests, team members, and management.
• Listen actively to guest feedback and concerns, addressing them courteously and effectively.
• Seek to maintain a general knowledge of all events and promotions at the casino and be prepared to communicate such information to customers.

Ethical Conduct

• Uphold the highest standards of honesty and integrity in all professional activities.
• Adhere to all UMCH policies, procedures. Adhere to all federal, state, and tribal regulatory requirements.
• Demonstrate ethical decision-making and behavior in all interactions

Surveillance personnel perform their duties in highly secure, restricted-access environments requiring prolonged concentration, vigilance, and strict adherence to gaming regulations and internal controls. Work is primarily conducted in a surveillance control room or similarly secured locations under continuous or periodic regulatory oversight.

The role requires the ability to remain seated or stationary for extended periods while actively monitoring multiple video feeds, reports, and systems simultaneously. Occasional walking between secured areas may be required. Employees must be capable of operating computer systems, cameras, recording equipment, and reporting software for extended durations.

Mental requirements include sustained focus, strong situational awareness, emotional discipline, and the ability to remain objective and composed in high-accountability environments. Surveillance personnel must be able to interpret visual data, detect subtle behavioral patterns, and respond appropriately to irregular or suspicious activity without bias or speculation.

Employees must demonstrate sound judgment, discretion, and the ability to maintain confidentiality while working under pressure and in time-sensitive situations. Adaptability to shift work, including nights, weekends, and holidays, is required due to the continuous nature of surveillance operations.

The ideal candidate should be able to fulfill all physical and mental aspects of the job, with or without reasonable accommodation.

Policies and Procedures

Employees are expected to perform their duties ethically and in full compliance with all casino and departmental policies, procedures, standard operating procedures (SOPs), and minimum internal controls. Compliance with all applicable federal, state, and Tribal regulations is mandatory. Each employee is responsible for understanding and adhering to these guidelines, and for helping maintain a safe, secure, ethical, and legally compliant work environment.

Expected to promote and practice a clean, safe, healthy accident-free and friendly work environment for guests and employees; to adhere to all Casino, its affiliated grounds, and all other departmental safety policies; to work in a safe manner; to be alert to and report/document observed, known, or possible safety hazards, conditions or unsafe practices or procedures to appropriate management.

This description of responsibilities, requirements, and duties is only a summary and not intended to include or be inclusive of all such duties, responsibilities, and requirements that may be assigned or required in the performance of the job as listed herein. Management reserves the sole right to add, modify, or exclude ay essential or non-essential duties, responsibilities or requirements at any time with or without notice and to assign duties as deemed necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Nothing in this position description, or by the completion of any duty, responsibility, or requirement of the job by the employee, is intended to imply or create a contract of employment of any type, or to be interpreted to constitute a contractual obligation of any kind or contract of employment between or with Ute Mountain Casino Hotel (UMCH), and any of its employees or management.

In most cases, employment with UMCH is contingent upon the successful and timely completion of the Ute Mountain Ute Gaming Commission and the Colorado Division of Gaming licensing requirements including but not limited to disclosure documentation requesting personal and work history information, criminal history, references, fingerprints, and identification documents. Position requires payment of licensing fees prior to employment.

General

• Must be at least 21 years old and able to obtain and maintain a Ute Mountain Ute Gaming Commission Key License.
• Must demonstrate exceptional integrity, discretion, and ethical judgment
• Proven ability to lead within highly regulated, high-accountability environments
• Strong investigative, analytical, and decision-making skills
• Ability to maintain independence from operational influence while collaborating at the executive level
• Excellent written and verbal communication skills, including formal reporting and regulatory correspondence
• Willingness and ability to work flexible schedules as required by operational needs.

Education

• High school diploma or GED required.
• Undergraduate degree in Criminal Justice, Security Management, or a related field preferred but not required.

Experience

• Minimum five (5) years of progressive experience in casino surveillance, security, gaming compliance, or a closely related regulated environment required
• Prior supervisory or management experience in surveillance or security strongly preferred
• Demonstrated experience interacting with regulatory bodies and managing inspections or audits preferred
• Experience leading investigations and preparing executive-level reports preferred
• Previous Tribal gaming experience preferred.

Knowledge, Skills, and Abilities (KSAs)

• Knowledge of Tribal Gaming Compact requirements, internal controls, and Title 31 obligations
• Skill in surveillance operations, investigations, and regulatory documentation
• Ability to manage confidential information and sensitive investigations with absolute discretion
• Ability to lead technical and operational teams in regulated environments
• Ability to remain objective, unbiased, and composed under scrutiny
• Ability to communicate clearly and authoritatively with executive leadership and regulators.