Director - Operations Development

Hard Rock Digital•Atlantic City, NJ

10d•Hybrid

About The Position

As the Director of Operations Development, you will be responsible for defining, building, and scaling operational capabilities across Hard Rock Digital. This role focuses on transforming strategy into execution by designing operating models, improving workflows, enabling technology adoption, and driving data-informed decision-making across Customer Operations, Risk, and other operational functions. You will serve as a senior leader and change agent—partnering closely with Product, Technology, Data, and Operations leaders to ensure operational readiness, scalability, and continuous improvement as the business grows.

Requirements

Bachelor’s degree in Business, Operations Management, Information Systems, or a related field.
8+ years of experience in operations, operations development, business transformation, or related roles.
5+ years of experience in a leadership or director-level capacity.
Proven track record of leading large-scale operational transformations and system implementations.
Strong understanding of operational design, process optimization, and technology-enabled change.
Exceptional strategic thinking, analytical, and problem-solving skills.
Excellent executive-level communication and stakeholder management skills.
Ability to operate effectively in a fast-paced, high-growth environment with competing priorities.

Nice To Haves

Master’s degree (MBA or similar) is strongly preferred.
Experience in the Online Gaming, Sportsbook, or highly regulated digital industry is a significant advantage.
Certifications in Operations, Project Management, or Process Improvement (e.g., PMP, Lean Six Sigma) are a plus.
Experience with Agile, Lean, or continuous improvement methodologies.
Familiarity with customer operations, fraud, risk, or compliance workflows.
Experience implementing enterprise platforms, back-office tools, or automation solutions.
Strong financial acumen, including cost optimization and ROI analysis.
Ability to influence without authority and drive alignment across complex organizations.

Responsibilities

Define and execute the long-term operations development strategy aligned with business objectives and growth plans.
Partner with executive leadership and cross-functional teams (Product, Technology, Data, Risk, and Customer Support) to design scalable operating models.
Lead the development and rollout of new operational tools, platforms, and back-office systems, ensuring adoption and measurable impact.
Evaluate existing operational processes, identify inefficiencies, and drive transformational improvements using data and performance insights.
Translate strategic initiatives into executable roadmaps, business cases, and delivery plans.
Establish governance, metrics, and KPIs to measure operational performance, efficiency, and effectiveness.
Champion data-driven decision-making by leveraging insights to redesign workflows, policies, and operating procedures.
Oversee end-to-end change management efforts, including stakeholder alignment, communications, training, and readiness.
Build strong partnerships with Technology and Data teams to ensure solutions meet operational needs and scale effectively.
Identify and mitigate operational risks while ensuring compliance with regulatory and responsible gaming requirements.
Lead, mentor, and develop high-performing operations development and analysis teams.
Stay informed on industry trends, emerging technologies, and best practices to continuously evolve operational capabilities.
Present recommendations, progress updates, and performance results to senior leadership and executive stakeholders.