We are currently looking for a Full Time IT Loyalty Application Manager to join our IT Loyalty Application Team team located at the WinStar IT Data Center working 8:00AM-5:00PM - Mo Tu We Th Fr.

Summary:
The IT Loyalty Application Manager is responsible for the strategic leadership, operational support, lifecycle management, governance, and continuous improvement of the Commerce Business Systems Loyalty Application Portfolio. This position serves as the primary technology leader for enterprise loyalty, player engagement, player development, patron analytics, rewards, promotions, bonusing, and customer relationship technologies supporting Commerce gaming and hospitality operations. Working closely with the IT Service Operations and Gaming Technology Director, Commerce Business Systems Product Team, Marketing, Player Development, Casino Operations, Resort Operations, Finance, Analytics, Infrastructure, Cybersecurity, and vendor partners, this position ensures loyalty and patron engagement technologies remain secure, reliable, scalable, and aligned with organizational objectives. The IT Loyalty Application Manager provides enterprise leadership for application strategy, technology roadmaps, vendor management, production support, systems integration, operational readiness, modernization initiatives, and continuous service improvement. This position serves as the primary technology relationship manager for loyalty, player development, and patron engagement technologies while ensuring operational excellence across the supported portfolio. The position is responsible for technologies that enable Commerce to understand, engage, reward, and develop its patrons, including player development platforms, customer data and analytics solutions, loyalty and rewards systems, promotional and bonusing platforms, and emerging technologies designed to improve the patron experience and business performance.

Responsibilities:
* Provides first class customer service to both internal and external customers and responds to inquiries, compliments, and/or complaints with professionalism, courtesy, and efficiency
* Completes all training and development requirements and participates in continuing education opportunities
* Works in a collaborative and supportive manner to support the productivity and safety of the work area, team members and customers of all types
- Maintains a clean, organized work area and ensures a safe environment
- Maintains and promotes professionalism
- Punctual and consistent in meeting start time, work schedule, attendance and other assigned work time metrics
- Adheres to Chickasaw Nation dress code standards
* Maintains knowledge of and follows all rules, regulations, policies and guidelines for assigned area
* Provide strategic leadership for the enterprise Loyalty Application Portfolio supporting Commerce loyalty, player development, marketing, patron engagement, and rewards operations
* Develop and maintain the long-term technology roadmap for Loyalty Applications in partnership with business leadership, the Commerce Business Systems Product Team, and vendor partners
* Serve as the primary technology advisor for Marketing, Player Development, Casino Operations, and other business stakeholders regarding loyalty capabilities, player engagement technologies, analytics, modernization initiatives, technology investments, and emerging solutions
* Lead the operational support, administration, maintenance, governance, and lifecycle management of enterprise Loyalty Applications
* Ensure high availability, performance, reliability, scalability, and security of mission-critical applications supporting loyalty and patron engagement operations
* Establish governance standards for application lifecycle management, release management, change management, operational support, documentation, service delivery, and portfolio management
* Develop annual application improvement plans, technology investment recommendations, and modernization strategies aligned with Commerce Business Systems objectives
* Partner with Marketing, Player Development, Casino Operations, Resort Operations, Finance, Analytics, Digital Services, and executive leadership to identify technology opportunities that improve patron engagement, loyalty, player development, operational efficiency, business performance, and the overall patron experience
* Manage vendor relationships, software licensing, maintenance agreements, support contracts, and service performance for assigned application portfolios
* Lead enterprise application upgrades, patches, testing, implementation planning, production deployments, and post-implementation reviews
* Coordinate integrations between Loyalty Applications, Casino Applications, Resort Applications, Digital Services, financial systems, customer data platforms, payment solutions, reporting and analytics platforms, and third-party vendor solutions
* Establish application performance standards, service level objectives, operational metrics, executive dashboards, and portfolio health reporting
* Develop business continuity, disaster recovery, cybersecurity coordination, and operational readiness plans for the Loyalty Application Portfolio
* Ensure compliance with applicable gaming regulations, internal controls, cybersecurity standards, privacy requirements, audit requirements, and Commerce policies
* Participate in enterprise architecture discussions, technology evaluations, vendor demonstrations, contract reviews, and product selection activities
* Support new property openings, casino expansions, major technology deployments, loyalty initiatives, and enterprise modernization programs
* Lead root cause analysis activities for critical production issues while driving corrective and preventive actions across the application portfolio
* Identify opportunities for automation, process optimization, data-driven decision making, operational efficiencies, and technology innovation
* Mentor and develop technical staff while promoting collaboration, knowledge sharing, professional development, succession planning, and continuous improvement
* Develop and maintain enterprise application standards, operational procedures, technical documentation, governance artifacts, and knowledge management resources
* The IT Loyalty Application Manager is responsible for the planning, implementation, operational support, lifecycle management, and continuous improvement of enterprise Loyalty Applications and patron engagement technologies including, but not limited to: Player Loyalty and Rewards Systems, Player Development Platforms, Patron Analytics and Player Intelligence Platforms, Customer Data Platforms (CDP), Player Segmentation and Profiling, Patron Offers and Promotional Management, Bonusing and Incentive Platforms, Player Communication and Engagement Platforms, Marketing Campaign Management, Customer Relationship Management (CRM) Technologies, Patron Journey and Engagement Analytics, Rewards Management, Player Development Reporting and Analytics, Loyalty Kiosks and Self-Service Loyalty Technologies, Patron-Facing Loyalty Technologies, Loyalty and Player Development Interfaces, Enterprise Patron Data Integrations, Loyalty Reporting and Analytics
* Establish the strategic direction of the Loyalty Application Portfolio
* Develop long-term technology roadmaps supporting Commerce Business Systems, Marketing, Player Development, and Casino Operations
* Identify opportunities to modernize loyalty and player engagement technologies and improve the patron experience
* Evaluate emerging technologies that can improve patron identification, segmentation, engagement, personalization, rewards, player development, and business performance
* Participate in annual technology planning and capital investment prioritization
* Evaluate the business and technology impact of emerging loyalty, analytics, artificial intelligence, personalization, and player engagement capabilities
* Provide recommendations to executive leadership regarding technology investments and opportunities to improve patron engagement and business performance
* Support enterprise digital transformation initiatives affecting loyalty, marketing, player development, and patron engagement
* Partner with Commerce Business Systems Product Management to prioritize enhancements, capabilities, and future technology investments
* Ensure operational stability and availability of Loyalty Applications.
* Establish operational standards and support processes for the Loyalty Application Portfolio
* Monitor application performance, capacity, availability, reliability, and data quality
* Lead production support and major incident management activities
* Drive continual service improvement initiatives
* Ensure operational readiness for new implementations, integrations, upgrades, and major technology changes
* Establish appropriate monitoring, alerting, escalation, and support procedures for mission-critical loyalty and patron engagement platforms
* Ensure integrations between loyalty technologies and other enterprise systems are monitored and supported
* Participate in annual operating and capital budget planning for the Loyalty Application Portfolio
* Develop business cases supporting technology investments
* Evaluate software licensing requirements and maintenance agreements
* Support contract negotiations and vendor selection activities
* Monitor software maintenance costs, licensing utilization, and vendor performance
* Identify opportunities for cost optimization and improved utilization of technology investments
* Develop and maintain strategic relationships with loyalty, player development, analytics, marketing, and patron engagement technology vendors
* Manage vendor performance and contractual service level agreements
* Coordinate software upgrades, implementations, integrations, and issue resolution
* Participate in vendor product roadmap discussions
* Evaluate vendor capabilities and emerging product offerings
* Ensure vendor deliverables align with Commerce business objectives and technology strategy
* Establish governance standards for the Loyalty Application Portfolio
* Ensure compliance with gaming regulations, organizational policies, cybersecurity standards, privacy requirements, and audit requirements
* Establish application lifecycle management standards
* Establish change management and release management processes
* Establish appropriate standards for patron data integrity, availability, security, and access
* Maintain application documentation, operational standards, integration documentation, and support procedures
* Partner with Cybersecurity, Data, and other IT teams to ensure appropriate controls are maintained for patron information and loyalty technologies
* Provide leadership and direction for the Loyalty Applications team
* Develop staff through mentoring, coaching, professional development, and technical leadership
* Foster collaboration across Commerce Business Systems, Marketing, Player Development, Casino Operations, Resort Operations, Infrastructure, Cybersecurity, Digital Services, Application Engineering, Analytics, and Product Management
* Present application portfolio performance, risks, modernization initiatives, technology investments, and strategic recommendations to executive leadership
* Promote a culture of operational excellence, accountability, innovation, collaboration, and continuous improvement
* Develop organizational capabilities necessary to support evolving loyalty, player development, analytics, and patron engagement technologies
* Performs all other duties as assigned

Competencies:
Essential:
* Ability to convey ideas in an oral presentation to engage audiences
* Ability to influence decision-making at all levels, including executive stakeholders
* Proven ability to develop and execute multi-year strategic roadmaps
* Ability to translate business requirements and player development objectives into technology strategies and solutions
* Possesses strong written and verbal communication abilities
* Able to follow instructions, both written and oral
* Able to adhere to all scheduling and attendance requirements
* Strong analytical and critical thinking skills
* Honesty, truthfulness, reliability, accountability
* Able to read, understand, apply, and retain knowledge of Chickasaw Nation, departmental, divisional and all other rules, regulations, policies, procedures and guidelines
* Strong knowledge of enterprise grade IT platforms
* Knowledge and understanding of vendor contract management
* Familiarity with data platforms, integrations, and enterprise architecture concepts
* Strong organizational and project management skills
* Extensive knowledge of casino loyalty, player development, marketing, patron engagement, and customer relationship technologies
* Strong understanding of player tracking, loyalty programs, rewards, promotions, bonusing, player segmentation, patron analytics, and player development processes
* Demonstrated problem-solving, negotiation, and analytical skills
* Able to verbally communicate in a professional and positive manner with other team members, departments, guests and management

Skills:
Essential:
* Expertise in ITIL environment

Nonessential:
* Knowledge and technical skills required to operate Apple Macs, iPads, Filemaker Pro Database software

Experience:
Essential:
* 7 years directly related experience with management

Education:
Essential:
* Bachelors Degree in directly related field

Essential:
* Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Business Administration, Marketing, Analytics, or a related field preferred. Equivalent combinations of education and experience may be considered

Credentials:
Essential:
* Standard Driver's License
* Gaming license or permit as required by assigned position
* Pass gaming background check

Nonessential:
* CN Core Leadership Level 1
* ITIL Foundation Certification
* Project Management Professional
* IT Asset Management Certification

Working Conditions:
Essential:
* Works in an office setting
* Use computer up to 100% of shift
* Subject to traveling and working at other locations or in other environments
* May work irregular hours
* May work where cigarette smoking occurs

Training
*It is the responsibility of each employee to attend required training for their position or profession as determined by their line of support (LOS) or the