Senior Director of Data Science & Customer Experience – Leading AI‑Driven Engagement & Retention at brighthush

About brighthush

brighthush is a trailblazing digital gaming powerhouse that is redefining the way millions of players experience online sports betting, casino games, and social gaming. With a heritage rooted in world‑class entertainment and hospitality, brighthush has seamlessly translated that legacy into a cutting‑edge digital platform that delivers immersive, personalized, and responsible gaming experiences across the globe.

Our mission is simple yet ambitious: to become the most trusted and innovative online gaming destination by harnessing data, technology, and human creativity. We are a deeply curious, customer‑obsessed organization that thrives on experimentation, rapid iteration, and a relentless focus on delivering measurable value to our players and partners.

As we expand our footprint and continue to push the boundaries of what’s possible in digital gaming, we are looking for a visionary leader to spearhead the Data Science & Customer Experience pillar. If you are passionate about turning data into actionable insights, building high‑impact models, and driving a culture of continuous improvement, we want to hear from you.

Position Overview

As the Senior Director of Data Science & Customer Experience, you will own the entire science behind how brighthush engages every player from the moment they sign up to the moment they become a lifelong advocate. Your work will shape the customer journey across onboarding, engagement, cross‑sell, retention, and reactivation, ensuring that every interaction is personalized, timely, and aligned with our responsible gaming commitments.

You will lead a talented team of data scientists and applied AI engineers, collaborate with CRM, VIP, Marketing, Finance, and Data Engineering, and transition brighthush from rule‑based campaigns to model‑driven, automated decisioning. Success will be measured by tangible business outcomes—retention, engagement, incremental revenue—while upholding the highest standards of compliance and player wellbeing.

Key Responsibilities

• Strategic Leadership – Define and execute the Customer Experience science roadmap, setting clear KPIs, milestones, and success metrics for all CRM decisioning models.
• Team Building & Development – Recruit, mentor, and grow a high‑performing team of data scientists and applied AI engineers, fostering a culture of experimentation, rapid iteration, and measurable impact.
• Model Development & Delivery – Own the end‑to‑end lifecycle of propensity, churn, uplift, next‑best‑action, offer optimization, and send‑time/channel optimization models, ensuring they are production‑ready, scalable, and maintainable.
• Automation & AI Ops – Champion the automation of CRM operations through AI agents and large‑language‑model (LLM) workflows, collaborating closely with Applied AI Engineering to reduce manual effort and accelerate time‑to‑value.
• Cross‑Functional Collaboration – Partner with Marketing, Finance, and VIP teams to quantify the incremental impact of CRM initiatives, reconcile spend to P&L, and align data science priorities with business objectives.
• Responsible Gaming & Compliance – Embed responsible gaming guardrails into every model, including exclusion logic, state‑specific regulations, and safe‑targeting constraints, ensuring compliance with all regulatory frameworks.
• Model Monitoring & Governance – Lead model monitoring, drift detection, and retraining efforts in partnership with AI Ops & Observability, guaranteeing model health and performance over time.
• Stakeholder Reporting – Present monthly KPI dashboards to senior leadership, articulate trade‑offs, and influence strategic decisions across the organization.
• Talent & Headcount Planning – Participate in annual talent planning, forecasting headcount needs, and defining career paths for the data science team.

Essential Qualifications

• 8+ years of experience in data science or machine learning, with a minimum of 3 years leading data science or ML engineering teams and shipping production models.
• Deep, hands‑on expertise in CRM and lifecycle science, including propensity modeling, churn prediction, uplift modeling, next‑best‑action, offer and bonus optimization, and send‑time/channel optimization.
• Strong foundation in experimentation and causal inference: holdout design, power analysis, variance reduction, and incrementality measurement.
• Proven track record of applying LLMs and AI agents to marketing operations—campaign generation, audience building, automated QA, and journey orchestration.
• Experience with real‑time ML in production environments: feature pipelines, low‑latency scoring, model monitoring, and retraining, preferably on AWS.
• Demonstrated ability to build and scale a team: hiring, coaching, performance management, and succession planning.
• Exceptional communication skills, with the ability to translate complex data science concepts into clear, actionable insights for executives and cross‑functional partners.
• Master’s or PhD in a quantitative field (e.g., Statistics, Computer Science, Engineering, Applied Mathematics) or equivalent professional experience.

Preferred Qualifications & Bonus Points

• Background in online gaming, sports betting, fintech, or another high‑frequency consumer business.
• Experience with recommendation and personalization systems that extend CRM decisioning into the product layer.
• Familiarity with brighthush’s technology stack or equivalent tools: Braze, Amplitude, Segment, Snowflake, dbt, Airflow, AWS SageMaker, Bedrock.
• Experience with multi‑objective optimization that balances revenue, engagement, and customer wellbeing.

Required Skills & Competencies

• Advanced statistical modeling, machine learning, and data engineering skills.
• Proficiency in Python, SQL, and modern ML frameworks (e.g., scikit‑learn, PyTorch, TensorFlow).
• Hands‑on experience with cloud services (AWS, SageMaker, Bedrock) and data orchestration tools (Airflow, dbt).
• Strong analytical mindset with a passion for data‑driven storytelling.
• Leadership acumen: ability to inspire, coach, and develop talent while driving results.
• Strategic thinking: translating business objectives into a prioritized science roadmap.
• Excellent communication: presenting complex findings to non‑technical stakeholders.
• Commitment to responsible gaming and regulatory compliance.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the gaming industry itself. As Senior Director, you will:

• Shape the future of customer experience across a global, multi‑product platform.
• Lead cross‑functional initiatives that influence product strategy, marketing, and finance.
• Mentor the next generation of data scientists, fostering a culture of continuous learning.
• Participate in executive‑level strategy sessions, gaining exposure to high‑impact decision‑making.
• Access to internal training programs, conferences, and certifications in AI, ML, and responsible gaming.
• Opportunity to transition into broader leadership roles—VP of Data Science, Chief Data Officer, or Head of Customer Experience.

Company Culture & Work Environment

brighthush is a vibrant, inclusive, and collaborative environment where curiosity and innovation are rewarded. We value:

• Diversity & Inclusion – A workplace where every voice is heard and every perspective is valued.
• Autonomy & Ownership – Empowered teams that own their projects from ideation to impact.
• Continuous Learning – A culture that encourages experimentation, learning from failure, and celebrating success.
• Work‑Life Balance – Flexible vacation policies, remote work options, and a focus on employee wellbeing.
• Responsible Gaming Commitment – A strong ethical framework that places player safety and regulatory compliance at the core of everything we do.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards for senior leadership roles.
• Performance‑based bonuses tied to individual, team, and company metrics.
• Equity or stock‑option plans that align your success with the long‑term growth of brighthush.
• Comprehensive health, dental, and vision insurance.
• Flexible vacation allowance and paid time off.
• Professional development budget for conferences, courses, and certifications.
• Wellness programs, including mental health resources and fitness stipends.
• Employee referral bonuses and a supportive, inclusive workplace culture.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is reshaping the digital gaming landscape. You will:

• Lead transformative data science initiatives that directly impact millions of players.
• Work with cutting‑edge technologies, from LLMs to real‑time ML pipelines.
• Collaborate with top talent across product, marketing, finance, and engineering.
• Drive responsible gaming practices that set industry standards.
• Enjoy a flexible, remote‑friendly environment that supports your personal and professional growth.

Ready to Make an Impact?

If you are a data science leader who thrives on solving complex problems, building high‑impact models, and leading a team to deliver measurable business outcomes, we invite you to apply. Join brighthush and help us create the next generation of unforgettable gaming experiences.