{"id":3340559,"url":"https://alion.io/job/hard-rock-digital-director-data-science-customer-experience","title":"Director - Data Science, Customer Experience","company":{"id":672978,"name":"Hard Rock Digital","domain":"hardrockdigital.com","url":"https://alion.io/company/hardrockdigital","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":170000,"max_usd":307000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":727},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"AIOps","optional":false},{"name":"AWS","optional":false},{"name":"LLM","optional":false},{"name":"LLM Guardrails","optional":false},{"name":"Machine Learning","optional":false},{"name":"Amazon SageMaker","optional":true},{"name":"AWS Bedrock","optional":true},{"name":"Braze","optional":true},{"name":"dbt","optional":true},{"name":"Snowflake","optional":true}],"status":"live","first_seen_at":"2026-10-27T12:22:04Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-02T08:05:16Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"What are we building?\nHard 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.\nRooted 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?\nWhat's the position?\nWe're looking for a Director, Data Science, Customer Experience to lead the pillar that decides how we engage every Hard Rock Bet customer after they sign up. At HRD, customer experience is driven by CRM: the messages, offers, and journeys a player receives across onboarding, engagement, cross-sell, retention, and reactivation.\nYou'll own the science behind that experience, propensity and uplift models, next-best-action and offer optimization, send-time and channel decisioning, and the experimentation framework that proves what works. You'll lead a team of data scientists and applied AI engineers, and partner with CRM, VIP, Marketing, and Data Engineering to move HRD from rules-based campaigns to model-driven, increasingly automated decisioning. Success is measured in retention, engagement, cross-sell, and incremental revenue, delivered within responsible gaming commitments and state regulations.\nWhat will you do?\nOwn the Customer Experience science roadmap and KPIs end to end: strategy, modeling, delivery, and production health for all CRM decisioning models at HRD\n\nLead, grow, and develop a team of data scientists and applied AI engineers, setting scientific standards and a culture of shipping measurable outcomes\n\nPartner with CRM and VIP to power next-best-action, offer and bonus targeting, send-time and channel optimization, and lifecycle journeys\n\nDrive the automation of CRM operations with AI agents and LLM workflows, in partnership with Applied AI Engineering\n\nPartner with Marketing and Finance to measure the incremental impact of CRM and bonus spend and reconcile it to the P&L\n\nBuild responsible gaming and compliance guardrails into every model: exclusion logic, state-specific rules, and safe targeting constraints\n\nOwn model monitoring, drift detection, and retraining for the pillar, in partnership with AI Ops & Observability\n\nReport pillar KPIs monthly to leadership and participate in annual talent and headcount planning\n\nRequirements\nWhat are we looking for?\n8+ years in data science or machine learning, with 3+ years leading data scientists or ML engineers and shipping production models\n\nDeep, hands-on expertise in CRM and lifecycle science: propensity, churn, uplift, next-best-action, offer and bonus optimization, send-time and channel optimization\n\nStrong experimentation and causal inference foundations: holdout design, power analysis, variance reduction, and incrementality measurement\n\nExperience applying LLMs and AI agents to marketing operations, from campaign generation and audience building to automated QA and journey orchestration\n\nFamiliarity with real-time ML in production: feature pipelines, low-latency scoring, model monitoring and retraining, preferably on AWS\n\nProven ability to build and scale a team: hiring, coaching, performance management, and succession planning\n\nAbility to turn ambiguous CRM and marketing problems into a prioritized science roadmap and communicate trade-offs to executives\n\nMaster's or PhD in a quantitative field, or equivalent experience\n\nBonus points if you have:\nExperience in online gaming, sports betting, fintech, or another high-frequency consumer business\n\nExperience with recommendation and personalization systems that extend CRM decisioning into the product\n\nFamiliarity with our stack or equivalents: Braze, Amplitude, Segment, Snowflake, dbt, Airflow, AWS SageMaker, Bedrock\n\nExperience with multi-objective optimization that balances revenue, engagement, and customer wellbeing\n\nWhat's in it for you?\nCompetitive pay and benefits\n\nFlexible vacation allowance\n\nStartup culture backed by a secure, global brand\n\nRoster of Uniques\nWe care deeply about every interaction our customers have with us and trust and empower our staff to own and drive their experience. We foster 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 are an equal opportunities employer.","description_format":"text","description_chars":4746,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sports Betting","iGaming & Gambling"],"lifecycle":[{"event":"open","at":"2026-10-27T15:20:07Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":29,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/hard-rock-digital-director-data-science-customer-experience","json_url":"https://alion.io/job/hard-rock-digital-director-data-science-customer-experience.json","meta":{"generated_at":"2026-11-02T09:17:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12972,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":672978},"rest":"https://alion.io/mcp/rest/get_company?id=672978"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhard-rock-digital-director-data-science-customer-experience"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhard-rock-digital-director-data-science-customer-experience"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhard-rock-digital-director-data-science-customer-experience"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hard-rock-digital-director-data-science-customer-experience\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhard-rock-digital-director-data-science-customer-experience"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3340559}},{"tool":"search_jobs","arguments":{"company":"hardrockdigital.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3340559},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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