Director, Customer Ops Tech & Platform Strategy

Hard Rock Digital; Polska; Hybrid; PLN 420,000 - 660,000; Full time

Benefits offered by this job

Flexible vacation

Hybrid/remote work environment

Startup culture

Global brand

Job summary

Hard Rock Digital is building a deeply curious, customer-obsessed technology organization focused on empowering Customer Operations through Salesforce, automation, and scalable architecture. You will lead strategy, governance, and delivery for an integrated tech platform spanning Salesforce, AI, and vendor ecosystems.

In this role you will establish the operating model within 12–18 months, align investments to measurable business outcomes, and grow a high-impact team across development, quality

Qualifications

• Significant experience leading technology platforms, architecture, or enterprise applications
• Demonstrated people leadership and building effective operating structures
• Experience owning production platforms with observability, release, and incident-management practices
• Track record turning business priorities into practical technical strategies and roadmaps
• Strong architecture judgment across apps, integrations, data flows, and build-vs-buy decisions
• Experience managing technology vendors, services engagements, budgets, and delivery commitments
• Executive-level communication skills for nontechnical partners
• Bachelor’s degree or equivalent professional experience

Responsibilities

• Define and maintain multi-year technology strategy and roadmap for Customer Operations platforms
• Own architecture governance across Salesforce, AI, automation, integrations, and vendor platforms
• Advise on make/buy/configure/consolidate/retire decisions based on value, scalability, and TCO
• Partner with Product, Engineering, Data, Security, Privacy, and Compliance to ensure secure, resilient solutions
• Maintain platform dependencies and data flows for downstream impact
• Translate priorities into actionable roadmaps with clear scope and milestones
• Establish consistent practices for discovery, design, estimation, change control, release, and measurement
• Balance delivery, modernization, production support, and technical debt
• Own the production operating model: monitoring, incident response, on-call coverage
• Define platform-health measures and track reliability, performance, and risk
• Lead technology-vendor engagements including budget and escalation management
• Lead, coach, and develop multidisciplinary teams across functions
• Create clear roles and succession plans; manage workforce strategy
• Partner with leaders to turn operating needs into technology outcomes
• Communicate strategy and risks clearly to technical and executive audiences
• Establish inventory and future-state architecture within first 12–18 months
• Implement monitoring and release practices with clear ownership
• Define a practical roadmap connected to architecture, capacity, and outcomes

Skills

Technology leadership

Platform architecture

Salesforce

AI & automation

Vendor management

Incident response

Cross-functional collaboration

Security & compliance

product strategy

Education

Bachelor's degree in Computer Science, Engineering, Information Systems or related field

Tools

Salesforce

AI platforms

Automation tools

Job description

Hard Rock Digital is building a deeply curious, customer-obsessed technology organization focused on empowering Customer Operations through Salesforce, automation, and scalable architecture. You will lead strategy, governance, and delivery for an integrated tech platform spanning Salesforce, AI, and vendor ecosystems.

In this role you will establish the operating model within 12–18 months, align investments to measurable business outcomes, and grow a high-impact team across development, quality