Digital Product Support Director

Director of Digital Support Operations & Incident Management

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 not a traditional support or ITSM leadership role. We are not looking for someone to simply run a process or maintain the status quo. We are looking for the right leader - a fast learner, hard driver, and fearless problem solver who sees issues clearly, takes ownership instinctively, and drives solutions without hand holding.

In this role, you will lead teams responsible for intake, triage, and resolution of incidents impacting customers, retail sportsbook operations, internal teams, and vendors. You will operate in complex, fast-moving environments where clarity is not always given - and where action matters more than perfection.

If you live to solve problems, move with urgency, and want the opportunity to measurably improve how a large-scale operation functions, this role is for you.

How You Will Create the Extraordinary

How You'll Make an Impact

Guided by Caesars Entertainment's core values - Create the Extraordinary, Blaze the Trail, All In On Service, and Together We Win - you will:

• 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.

Solve the Real Problems

• 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.

Blaze the Trail with AI & Smarter Operations

• 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.

Lead People, Not Just Process

• 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.

Who Will Be Successful in This Role

• This role is built for someone who:
• Learns quickly and independently, even in complex or regulated environments
• Moves toward problems instead of waiting for direction
• Is comfortable making decisions with incomplete information
• Challenges legacy processes and improves them
• Is energized by responsibility, urgency, and the opportunity to make things better
• Is AI-curious and motivated to apply technology for practical, measurable gains
• This role is not a fit if you prefer rigid playbooks, detailed instructions, or avoiding judgment calls.

What You Will Need

We care less about perfectly linear resumes and more about demonstrated capability.

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

About Us

At Caesars Digital, We Don't Just Play the Game — We Set the Standard.

As a proud part of Caesars Entertainment, the world's premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we're building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

Job Info

• Job Identification 82634
• Job Category Product Technology
• Job Schedule Full time
• Locations 6385 Rainbow 8th Floor (Hybrid)