Digital Product Support Director

Caesars Entertainment•Las Vegas, NV

18h

About The Position

Caesars Entertainment is seeking a Director of Digital Support Operations & Incident Management to lead one of the most critical operational functions supporting our digital and retail ecosystems. This is not a traditional support or ITSM leadership role. We are not looking for someone to simply run a process or maintain the status quo. We are looking for the right leader - a fast learner, hard driver, and fearless problem solver who sees issues clearly, takes ownership instinctively, and drives solutions without hand holding. In this role, you will lead teams responsible for intake, triage, and resolution of incidents impacting customers, retail sportsbook operations, internal teams, and vendors. You will operate in complex, fast-moving environments where clarity is not always given - and where action matters more than perfection. If you live to solve problems, move with urgency, and want the opportunity to measurably improve how a large-scale operation functions, this role is for you.

Requirements

8–12+ years of experience in digital operations, project or program management, incident management, support operations, or similar environments
Experience leading people and fostering teamwork
Proven ability to independently drive solutions and outcomes in fast-moving, complex operational contexts
Strong problem-solving skills, sound judgment, and clear communication under pressure
Ability to obtain Nevada gaming license

Nice To Haves

Experience applying automation or AI to operational workflows
Background in regulated industries (gaming, payments, financial services, etc.)
Exposure to retail technology or omni-channel digital environments
Experience working in an agile product development environment

Responsibilities

Lead with ownership, speed, and good judgment
Take full ownership of incident intake, triage, and first-touch resolution for technical issues escalated by Customer Service, Retail Sportsbook personnel, vendors, and internal business teams.
Oversee intake and triage of Retail Network, Beacon, and Kiosk alerts, ensuring issues are prioritized correctly and addressed with urgency.
Ensure email-based requests are efficiently routed into the appropriate operational or maintenance paths.
Step in decisively during incidents bringing clarity, direction, and calm execution when it matters most.
Own escalation of P4 support tickets (single-customer issues) to Product and Engineering teams with clear expectations and follow-through.
Monitor and manage P4 vendor-escalated incident tickets, holding partners accountable while maintaining productive relationships.
Lead cross-functional collaboration across Product, Engineering, Retail Operations, Compliance, and Vendors to drive resolution - not just discussion.
Lead the team to identify and synthesize trends in customer issues to inform prioritization and prevention.
Lead team in investigating application logs and telemetry to pinpoint root causes and validate fixes, and drive communication to stakeholders and leadership.
Track bugs and operational problems with Development through to resolution, ensuring clear ownership and timelines.
Lead problem management for issues impacting multiple customers, identifying patterns, root causes, and preventative actions.
Challenge recurring pain points and drive improvements that reduce friction, noise, and repeated incidents.
Shift the operation from reactive issue management toward proactive operational health.
Develop and continuously improve operational processes that reduce cost, overhead, and time to resolution without compromising quality.
Actively seek opportunities to use AI and automation to improve intake accuracy, triage speed, signal-to-noise, and decision quality.
Partner with Product, Engineering, and Platform teams to test and operationalize AI-enabled capabilities that deliver real business impact.
Champion an outcome-driven mindset: less manual work, faster responses, clearer insight.
Build and lead a high-performing team responsible for intake, triage, and incident/problem management.
Set a high bar for ownership, responsiveness, and accountability - while empowering leaders to solve problems independently.
Foster a culture of trust, urgency, learning, and collaboration, especially during high-pressure situations.