Director - Data Science, Customer Experience

Hard Rock Digital • United States, FL

11d

About The Position

Hard Rock Digital is building online sportsbook, casino, and social gaming products. The Director, Data Science, Customer Experience will lead the science behind how Hard Rock Bet engages customers after signup through CRM messaging, offers, and journeys spanning onboarding, engagement, cross-sell, retention, and reactivation. The role owns propensity and uplift models, next-best-action and offer optimization, send-time and channel decisioning, and the experimentation framework used to measure effectiveness.

The Director will lead data scientists and applied AI engineers and partner with CRM, VIP, Marketing, Finance, Data Engineering, and AI Ops & Observability. The role will help move CRM from rules-based campaigns to model-driven and increasingly automated decisioning, with success measured through retention, engagement, cross-sell, and incremental revenue. All work must operate within responsible gaming commitments and state regulations.

Requirements

• At least 8 years of experience in data science or machine learning.
• At least 3 years leading data scientists or ML engineers and shipping production models.
• Deep, hands-on expertise in CRM and lifecycle science, including propensity, churn, uplift, next-best-action, offer and bonus optimization, and send-time and channel optimization.
• Strong foundations in experimentation and causal inference, including holdout design, power analysis, variance reduction, and incrementality measurement.
• Experience applying LLMs and AI agents to marketing operations, including campaign generation, audience building, automated QA, and journey orchestration.
• Familiarity with real-time machine learning in production, including feature pipelines, low-latency scoring, model monitoring, and retraining; AWS experience is preferred.
• Demonstrated ability to build and scale a team through hiring, coaching, performance management, and succession planning.
• Ability to turn ambiguous CRM and marketing problems into a prioritized science roadmap and communicate trade-offs to executives.
• Master's or PhD in a quantitative field, or equivalent experience.

Nice To Haves

• Experience in online gaming, sports betting, fintech, or another high-frequency consumer business.
• Experience with recommendation and personalization systems that extend CRM decisioning into the product.
• Familiarity with Braze, Amplitude, Segment, Snowflake, dbt, Airflow, AWS SageMaker, Bedrock, or equivalent tools.
• Experience with multi-objective optimization balancing revenue, engagement, and customer wellbeing.

Responsibilities

• Own the Customer Experience science roadmap and KPIs end to end, including strategy, modeling, delivery, and production health for CRM decisioning models.
• Lead, grow, and develop a team of data scientists and applied AI engineers; establish scientific standards and a culture focused on measurable outcomes.
• Partner with CRM and VIP teams on next-best-action, offer and bonus targeting, send-time and channel optimization, and lifecycle journeys.
• Automate CRM operations using AI agents and LLM workflows in partnership with Applied AI Engineering.
• Partner with Marketing and Finance to measure the incremental impact of CRM and bonus spending and reconcile it to the P&L.
• Build responsible gaming and compliance guardrails into models, including exclusion logic, state-specific rules, and safe targeting constraints.
• Own model monitoring, drift detection, and retraining for the pillar in partnership with AI Ops & Observability.
• Report pillar KPIs monthly to leadership and participate in annual talent and headcount planning.

Benefits

• Competitive pay and benefits.
• Flexible vacation allowance.
• Startup culture backed by a secure, global brand.
• Diverse and inclusive work environment that encourages employees to be authentic and contribute their talents.

What This Job Offers

• Job Type: Full-time
• Career Level: Director