Director – Technical Implementations

This is a fully remote position, open to applicants in Florida.

📋 Description

• Develop and uphold the multi-year strategic technology plan and roadmap for Customer Operations platforms.

• Take responsibility for architectural governance across Salesforce, AI and automation capabilities, integrations, workflow tools, and vendor platforms.

• Advise on decisions to build, buy, configure, consolidate, or decommission technology.

• Collaborate with Product, Engineering, Data, Security, Privacy, and Compliance teams.

• Convert business priorities into technical roadmaps that include scope, ownership, milestones, dependencies, and capacity assumptions.

• Set up practices for technical discovery, solution design, estimation, change control, release readiness, and post-launch evaluation.

• Oversee monitoring, alerting, release governance, incident response, on-call coverage, and vendor escalation processes.

• Define and monitor platform health metrics that encompass reliability, performance, change quality, and operational risk.

• Manage technology vendor relationships, ensuring delivery quality, staffing, budget adherence, contractual obligations, and escalations.

• Lead, mentor, and cultivate a multidisciplinary team across development, quality engineering, and platform operations.

• Create workforce and sourcing strategies that encompass employees, contractors, and strategic partners.

• Collaborate with operational and business leaders to translate needs into technology solutions.

• Link technology investments to enhancements in customer experience, efficiency, risk mitigation, reliability, and return on investment.

• Establish the operating model, platform inventory, future-state architecture, and practices for monitoring, release, incident management, escalation, evaluation, and succession within the first 12–18 months.

⛳️ Requirements

• Extensive experience in leading technology platforms, architecture, engineering delivery, or enterprise applications within a complex digital landscape.

• Proven leadership skills, including team building, developing technical leaders, and establishing effective operational frameworks.

• Experience in managing business-critical production platforms and implementing robust observability, release, incident, and problem-management practices.

• History of translating business priorities into actionable technical strategies, roadmaps, and delivery plans.

• Strong architectural judgment regarding applications, integrations, data flows, vendor platforms, and build-versus-buy evaluations.

• Experience in managing technology vendors, service engagements, budgets, and delivery obligations.

• Exceptional executive-level communication skills, with the ability to simplify complex technology decisions for non-technical stakeholders.

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field, or equivalent professional experience.

• Preferred experience in Salesforce platform leadership at an enterprise level.

• Desired familiarity with AI, automation, or intelligent workflow technologies.

• Background in customer service, contact center operations, payments, identity, fraud, risk, or compliance platforms is preferred.

• Experience in iGaming, online sportsbooks, casinos, or other regulated digital industries is preferred.

• Preferred experience in leading a diverse workforce of employees, contractors, and strategic partners through organizational or platform transformations.

🏝️ Benefits

• Competitive salary and benefits package.

• Flexible vacation policy.

• Hybrid/remote work environment.

• Startup culture supported by a stable, global brand.

• Commitment to a diverse and inclusive workplace.

• Equal opportunity employer.