Manager - Surveillance Operations

Summary/Objective

The Manager – Surveillance Operations provides leadership and accountability for the casinos surveillance function, ensuring continuous, independent, and compliant monitoring of all gaming and non-gaming activities. Reporting directly to the General Manager, 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.

Key Accountabilities

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, Security Department, HR Department, Finance leadership, and regulatory authorities as required and/or requested.

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 General Manager and Human Resources, ensuring all employment actions align with regulatory requirements, enterprise policy, and the independence of the Surveillance function.

Qualifications

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.