Director - Technical Implementations

What are we building?

Hard Rock Digital is a fiercely focused team working to become the best online sportsbook, casino, and social gaming company in the world. We're building a deeply curious team with a passion for learning, operating, and building new products and technologies for millions of consumers. We're customer-obsessed — we care about each customer interaction, experience, behavior, and insight, and strive to ensure we're always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space - ready to join us?

What's 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.

Responsibilities

Technology strategy and architecture (ongoing, core function)

• 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

Delivery and platform operations (ongoing, core function)

• 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

  Team leadership and business partnership (ongoing, core function)

• 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

Building the operating model (first 12–18 months)

• 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

What are we looking for?

• 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

Preferred Skills

• 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

What’s in it for you?

We offer our employees more than just competitive compensation. Our team benefits include: 

• Competitive pay and benefits

• Flexible vacation allowance

• A hybrid / remote working environment 

• Startup culture backed by a secure, global brand 

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).