Director, Data Science – Customer Experience

🔥 52 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🔴 Lead

📊 Data Scientist

👻 Ghost score 15%

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Hard Rock Digital

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2020

🎲 Gambling

🎮 Gaming

💰 $85M GROWTH EQUITY NON VC on 2023-03

Gambling • Gaming

Hard Rock Digital is the interactive gaming and sports-betting arm of Hard Rock International and the Seminole Tribe of Florida. It builds and operates the Hard Rock Bet sportsbook and online casino (available on mobile app and desktop) and Hard Rock Games social gaming apps, delivering sports betting, online casino (slots, table games, live casino) and casual/social gaming experiences tied to the Hard Rock entertainment brand. Hard Rock Digital serves as the exclusive vehicle for Hard Rock International and Seminole Gaming for interactive gaming and sports betting on a global basis.

📋 Description

• Own the Customer Experience science roadmap and KPIs end to end, including strategy, modeling, delivery, and production health for CRM decisioning models • Lead, grow, and develop a team of data scientists and applied AI engineers • Set scientific standards and foster a culture of shipping measurable outcomes • Partner with CRM and VIP to power next-best-action, offer and bonus targeting, send-time and channel optimization, and lifecycle journeys • Drive automation of CRM operations with AI agents and LLM workflows in partnership with Applied AI Engineering • Partner with Marketing and Finance to measure incremental impact of CRM and bonus spend and reconcile it to the P&L • Build responsible gaming and compliance guardrails into models, including exclusion logic, state-specific rules, and safe targeting constraints • Own model monitoring, drift detection, and retraining in partnership with AI Ops & Observability • Report pillar KPIs monthly to leadership • Participate in annual talent and headcount planning

🎯 Requirements

• 8+ years in data science or machine learning • 3+ years leading data scientists or ML engineers and shipping production models • Deep, hands-on expertise in CRM and lifecycle science: propensity, churn, uplift, next-best-action, offer and bonus optimization, send-time and channel optimization • Strong experimentation and causal inference foundations: holdout design, power analysis, variance reduction, and incrementality measurement • Experience applying LLMs and AI agents to marketing operations, from campaign generation and audience building to automated QA and journey orchestration • Familiarity with real-time ML in production: feature pipelines, low-latency scoring, model monitoring and retraining, preferably on AWS • Proven ability to build and scale a team: hiring, coaching, performance management, and succession planning • Ability to turn ambiguous CRM and marketing problems into a prioritized science roadmap and communicate trade-offs to executives • Master's or PhD in a quantitative field, or equivalent experience • Experience in online gaming, sports betting, fintech, or another high-frequency consumer business • Experience with recommendation and personalization systems • Familiarity with Braze, Amplitude, Segment, Snowflake, dbt, Airflow, AWS SageMaker, Bedrock, or equivalents • Experience with multi-objective optimization balancing revenue, engagement, and customer wellbeing

🏖️ Benefits

• Competitive pay and benefits • Flexible vacation allowance • Startup culture backed by a secure, global brand • Diverse and inclusive work environment • Equal opportunities employer

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