Digital Product Support Director
Caesars Entertainment, Las Vegas, NV, United States
Overview
Caesars Entertainment is seeking a Director of Digital Support Operations & Incident Management to lead one of the most critical operational functions supporting our digital and retail ecosystems.
This is a leadership role focused on incident intake, triage, and resolution for customers, retail sportsbook operations, internal teams, and vendors in fast-moving environments where action matters.
Responsibilities
- 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, prioritizing issues and addressing them with urgency
- Ensure email-based requests are efficiently routed into the appropriate operational or maintenance paths
- Step in decisively during incidents to provide clarity, direction, and calm execution
- Drive escalation, accountability, and results
- Own escalation of P4 support tickets to Product and Engineering with clear expectations and follow-through
- Monitor and manage P4 vendor-escalated incident tickets, maintaining productive partnerships while holding partners accountable
- Lead cross-functional collaboration across Product, Engineering, Retail Operations, Compliance, and Vendors to drive resolution
- Lead the team to identify and synthesize trends in customer issues to inform prioritization and prevention
- Lead investigations of application logs and telemetry to pinpoint root causes and validate fixes, with effective stakeholder communication
- Track bugs and operational problems with Development through to resolution with clear ownership and timelines
Problem Solving & Operational Health
- 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
AI & Smarter Operations
- 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 with real business impact
- Champion an outcome-driven mindset: less manual work, faster responses, clearer insight
Leadership & Culture
- 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
Qualifications
Required Qualifications
- 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
Strongly Preferred
- 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