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Lead strategy, stability, security, and modernization of IBM i environments supporting 24/7 casino and hospitality operations. Ensure regulatory compliance (Gaming Commission, SOX, PCI), oversee HA/DR, performance, capacity, access controls, vendor relationships, and mentor internal and external IBM i teams.

Lead casino marketing and entertainment strategy for Harrah's & Tropicana Laughlin; develop campaigns, drive loyalty programs, manage budgets and P&L, ensure regulatory compliance, measure program effectiveness, and collaborate across departments to increase revenue and guest retention.

Prepare month-end journal entries, perform detailed income statement and balance sheet reviews, produce reconciliations by the 15th, track fixed assets, support budgeting, maintain audit-ready documentation, deliver routine and ad-hoc financial analyses, and serve as secondary payroll/receiving specialist while partnering with leadership on financial reporting and variance analysis.

Partner with property leadership to drive a high-performance, guest-focused culture. Advise on employee relations, performance management, discipline, recruiting, onboarding, training, and engagement. Maintain HRIS records, ensure policy and labor law compliance, support shift coverage and recognition programs, and foster a positive work environment aligned with company values.

Execute and QA email and mobile marketing campaigns to drive room revenue and engagement. Coordinate design, content, and development teams, build and test dynamic emails, use scripting and query tools, and manage multiple concurrent projects while maintaining email best practices.

Lead strategy and execution of VIP programs across iGaming platforms to drive engagement, retention, and lifetime value. Manage and scale the Digital iGaming Executive Host Team, design loyalty and experiential campaigns, define KPIs, implement SOPs, partner with Product, Marketing, Compliance, and Analytics, and use data-driven insights to optimize VIP journeys and program ROI across regulated jurisdictions.

Lead VIP and national casino marketing to grow hosted revenue through strategic planning, team leadership, CRM-driven programs, events, telemarketing, and budget/competitive management. Oversee hiring, training, compliance, and cross-department relationships to maximize VIP gross gaming revenue and customer trips.

Handle escalations from offshore customer support and other departments, record contacts for reporting, resolve disputes per House Rules within SLAs, liaise with managers and stakeholders, analyze data/trends to improve service, support administrative tasks, ensure effective team communication and high contact quality, and work nights/holidays/weekends as required.

Handle escalations from offshore support and other departments, resolve customer disputes per policy, maintain contact quality and reporting, mentor Level 1 specialists, support training, review trends with managers, and perform related administrative tasks.

Perform outbound telemarketing and database-driven direct mail/email to grow VIP coded player blocks, convert sales into casino trips, and hand off pre-trip itineraries to on-property VIP Hospitality. Maintain deep knowledge of casino systems and products, meet sales targets, mentor teammates, and support department initiatives to drive revenue and guest satisfaction.