Director - Technical Implementations

Role overview A senior leadership role responsible for the strategy, delivery, and ongoing health of the technology ecosystem that powers customer operations across service, risk, identity, payments, responsible gaming, and AI-enabled experiences. The position owns platform direction across Salesforce and a broader set of automation, workflow, integration, and vendor tools, reporting directly to the Senior Director of Operations Development. The first 12 to 18 months focus on establishing the operating model; thereafter, technology strategy and platform leadership become the core ongoing function.

Responsibilities - Define and maintain a multi-year technology strategy and roadmap for customer operations platforms, including architecture governance across Salesforce, AI and automation, integrations, workflow tools, and vendor platforms. - Recommend build, buy, configure, consolidate, or retire decisions based on business value, scalability, reliability, and total cost of ownership. - Translate business priorities into achievable technical roadmaps with clear scope, ownership, milestones, dependencies, and capacity assumptions. - Own the production operating model, including monitoring, alerting, release governance, incident response, on-call coverage, and vendor escalation. - Lead a multidisciplinary team across development, quality engineering, and platform operations, building the workforce and sourcing strategy. - Establish a current-state platform inventory and future-state architecture within the first 12 to 18 months, introducing consistent practices for monitoring, release, incident response, and measurement.

Requirements - Significant experience leading technology platforms, architecture, engineering delivery, or enterprise applications in a complex digital environment. - Demonstrated people leadership, including building teams, developing technical leaders, and creating effective operating structures. - Experience owning business-critical production platforms with strong observability, release, incident, and problem-management practices. - A track record of turning business priorities into practical technical strategies, roadmaps, and delivery plans. - Strong architecture judgment across applications, integrations, data flows, vendor platforms, and build-versus-buy decisions. - Experience managing technology vendors, services engagements, budgets, and delivery commitments, plus executive-level communication skills.

Nice to have - Salesforce platform leadership at enterprise scale. - Experience with AI, automation, or intelligent-workflow technology in customer service or operations environments. - Background involving contact centre, payments, identity, risk, or responsible gaming operations.

Benefits and work setup - Competitive pay and benefits, flexible vacation allowance, and a hybrid or remote working environment supported by a global brand foundation.