Director, Digital Transformation (Hospitality)

The Director, Digital Transformation serves as the business leader accountable for driving the operationalization of technology investments across Hotel Operations and Hospitality Asset Management. Reporting to the Vice President of Operations and Hospitality Asset Management, the role partners closely with Information Technology, business stakeholders, and strategic technology vendors to ensure technology solutions are effectively implemented, adopted, governed, and optimized to achieve desired business outcomes.

The Director leads the planning, prioritization, and execution of a portfolio of technology-enabled business initiatives, ensuring alignment between operational objectives, technology capabilities, and enterprise strategy. Through strong leadership, stakeholder engagement, vendor management, and change enablement, the role drives the successful integration of technology into business processes, improves operational performance, and fosters a culture of continuous innovation and digital adoption.

This position requires an individual who can effectively bridge business and technology disciplines, translating strategic goals into executable plans that deliver measurable operational efficiencies, enhanced service delivery, and sustained organizational growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Strategic Technology Enablement & Portfolio Management

• Leads the business operationalization of enterprise technology initiatives that modernize operational processes, enhances guest experiences, and improves organizational performance across the hospitality portfolio.
• Partners with Information Technology and technology vendors to identify, evaluate, and prioritize technology investments that deliver measurable business value.
• Identifies opportunities to leverage technology to:
• Drives cross-property revenue optimization and operational efficiency.
• Expands guest engagement, loyalty, and ecosystem capabilities.
• Improves data-driven decision-making and business intelligence.
• Establishes governance processes to prioritize, sequence, and monitor technology initiatives across the portfolio.
• Ensures all technology investments are aligned to business objectives, adoption targets, operational outcomes, and ROI expectations.

2. Technology Program Delivery & Value Realization

• Leads the end-to-end delivery of business-led technology initiatives, ensuring solutions are successfully implemented and embedded within operational processes.
• Partners with Information Technology teams and vendors to define scope, timelines, budgets, resource requirements, success metrics, and delivery milestones.
• Oversees project execution, risk management, issue resolution, and stakeholder communications to ensure successful outcomes.
• Drives operational readiness activities, ensuring people, processes, training, and support models are in place prior to solution deployment.
• Ensures initiatives are delivered on time, within budget, and achieve intended business outcomes.

3. Business Technology Ownership, Integration & Vendor Management

• Serves as the business owner and primary stakeholder for strategic technology platforms supporting hotel operations, guest engagement, loyalty, marketing, revenue management, and asset management functions.
• Acts as the key liaison between business stakeholders, Information Technology, and external technology partners to ensure alignment of business requirements and technical capabilities.
• Evaluates vendor performance, service delivery, contract outcomes, and strategic alignment to maximize value from technology partnerships.
• Validates that technology solutions meet business requirements, user experience expectations, adoption objectives, and financial performance targets.

4. Change Leadership, Adoption & Stakeholder Engagement

• Develops and executes organizational change management strategies that drive user adoption, operational readiness, and long-term sustainability of technology investments.
• Champions technology adoption by communicating business value, implementation progress, and expected outcomes to executives and operational leaders.
• Fosters collaboration across Operations, Marketing, Revenue Management, Finance, Information Technology, and external technology partners.

5. Performs other duties as assigned to support departmental objectives, operational excellence, and the successful adoption and optimization of technology-enabled business capabilities.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Make hiring decisions and designs individual development plans with succession planning in mind for all key roles.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree in Business Administration, Information Systems Management, Hospitality Management, or a related field required
• Minimum ten (10) years of leadership experience in digital transformation, business technology enablement, technology implementation, or operational improvement required.
• Minimum seven (7) years of supervisory experience required.
• Hospitality, gaming, resort, or multi-property operations experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Proven experience leading enterprise technology initiatives and partnering with business leaders, IT teams, and technology vendors.
• Strong background in project/program management, change management, stakeholder engagement, and vendor management.
• Experience with enterprise platforms such as CRM, loyalty, marketing, analytics, revenue management, Casino Management Systems or Property Management Systems.
• Knowledge of digital transformation, business process improvement, and enterprise technologies.
• Strong skills in strategic planning, project leadership, stakeholder engagement, change management, and vendor management.
• Ability to translate technology solutions into business operations that deliver measurable results.
• Ability to lead cross-functional initiatives and build partnerships across business, IT, and external vendors.
• Strong analytical, communication, problem-solving, and decision-making abilities.
• Ability to drive technology adoption, operational efficiency, and continuous improvement.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other
• office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficiently to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings,
• via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle during travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable laws.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!