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James Falco has over 15 years of experience at BCLC, serving in various leadership roles including Player Experience Manager, Operations Manager, and Manager of Operational Support. At BCLC, James oversees a talented team dedicated to enhancing customer and employee experiences across casino and lottery retail channels. James's expertise encompasses project leadership, vendor management, training, quality assurance, instructional design, and data analysis. Prior to BCLC, James held multiple managerial roles at Convergys from December 2001 to February 2008, focusing on training, performance consulting, and quality management. James received a High School Diploma from Regis High School and attended Boston University from 1991 to 1996.