Director - Technical Implementations

Hard Rock Digital•United States, FL

22h•Hybrid

About The Position

Customer Operations Technology powers the teams that support and protect our players across customer service, risk operations, identity and verification, payments, responsible gaming, and AI-enabled experiences. This role owns the strategy, delivery, and ongoing health of that technology ecosystem across Salesforce and the broader set of automation, workflow, integration, and vendor platforms used by Customer Operations. In the first 12 to 18 months, you'll establish the operating model for the function: creating a clear platform roadmap and architecture, strengthening monitoring and incident response, improving delivery and release governance, and defining the team structure and sourcing plan needed for the future. From there, technology strategy and platform leadership become the core, ongoing function. You'll help HRD decide what should be built, bought, configured, consolidated, or retired; connect technology investments to measurable business outcomes; and develop a team that can operate and evolve the environment without depending on a single individual. This role reports directly to the Senior Director, Operations Development, and leads a multidisciplinary team across development, quality engineering, and platform operations.

Requirements

Significant experience leading technology platforms, architecture, engineering delivery, or enterprise applications in a complex digital environment
Demonstrated people leadership, including building teams, developing technical leaders, and creating effective operating structures
Experience owning business-critical production platforms and establishing strong observability, release, incident, and problem-management practices
A track record of turning business priorities into practical technical strategies, roadmaps, and delivery plans
Strong architecture judgment across applications, integrations, data flows, vendor platforms, and build-versus-buy decisions
Experience managing technology vendors, services engagements, budgets, and delivery commitments
Executive-level communication skills and the ability to make complex technology decisions understandable to nontechnical partners
Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent professional experience

Nice To Haves

Salesforce platform leadership at enterprise scale
Experience with AI, automation, or intelligent-workflow technology in a customer service or operations environment
Experience with customer service, contact center, payments, identity, fraud, risk, or compliance platforms
Experience in iGaming, online sportsbook, casino, or another regulated digital industry
Experience leading a mixed workforce of employees, contractors, and strategic partners through organizational or platform transformation

Responsibilities

Define and maintain the multi-year technology strategy and roadmap for Customer Operations platforms
Own architecture governance across Salesforce, AI and automation capabilities, integrations, workflow tools, and vendor platforms
Recommend when HRD should build, buy, configure, consolidate, or retire technology based on business value, scalability, reliability, and total cost of ownership
Partner with Product, Engineering, Data, Security, Privacy, and Compliance to ensure solutions are supportable, secure, resilient, and appropriate for a regulated environment
Maintain a clear view of platform dependencies and data flows so technology decisions account for downstream operational and reporting impacts
Translate business priorities into an achievable technical roadmap with clear scope, ownership, milestones, dependencies, and capacity assumptions
Establish consistent practices for technical discovery, solution design, estimation, change control, release readiness, and post-launch measurement
Balance strategic delivery, platform modernization, production support, and technical debt while making tradeoffs visible to business and executive stakeholders
Own the production operating model, including monitoring, alerting, release governance, incident response, on-call coverage, and vendor escalation
Define and track platform-health measures that show reliability, performance, change quality, and operational risk
Lead technology-vendor engagements, including delivery quality, staffing, budget, contractual commitments, and escalation management
Lead, coach, and develop a multidisciplinary team across development, quality engineering, and platform operations
Create clear roles, decision rights, workload visibility, escalation paths, and succession plans so delivery and platform knowledge do not depend on a single person
Build the workforce and sourcing strategy for the function, including the appropriate balance of employees, contractors, and strategic partners
Partner with Customer Service, Risk Operations, Product, Engineering, Data, Finance, and Compliance leaders to turn operating needs into technology outcomes
Connect technology investments to measurable results such as customer experience, operational efficiency, risk reduction, platform reliability, and return on investment
Communicate strategy, progress, tradeoffs, and risks clearly to technical, operational, and executive audiences
Establish a current-state platform inventory and future-state architecture for Customer Operations technology
Implement tested monitoring, release, incident, and escalation practices with clear ownership
Create a practical roadmap that connects priorities to architecture, capacity, investment, and measurable outcomes
Define the team's roles, technical leadership model, succession plan, and longer-term employee and contractor strategy
Introduce a consistent way to measure delivery performance, platform health, adoption, operational benefit, and return on investment