Digital Product Support Director
Caesars Entertainment
full-time
Posted on:
Location Type: Hybrid
Location: Las Vegas • Nevada • United States
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Job Level
About the role
- 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.
- Drive Escalation, Accountability, and Results
- 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.
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
- 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
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementproblem managementautomationAItriagedigital operationsproject managementprogram managementagile developmentdata analysis
Soft Skills
leadershipteamworkproblem-solvingcommunicationjudgmentownershipaccountabilitycollaborationadaptabilitydecision-making
Certifications
Nevada gaming license