Teams at Penn Interactive

Lead strategy and execution of AI-driven customer support, optimize Zendesk and integrations, implement chatbots and agent-assist, improve self-service and knowledge management, measure performance, govern SOPs and training, and partner cross-functionally to scale support operations.

Lead and mentor multiple software teams building promotional capabilities. Collaborate with product to define roadmaps, ensure reliable, scalable architectures, enforce development processes, hire, set KPIs/SLAs, and drive performance, scalability, and operational excellence.

Design, build, and scale GraphQL and gRPC APIs and SQL queries powering the sportsbook marketplace. Own end-to-end feature delivery, performance diagnostics and remediation, release and deployment windows, monitoring in DataDog, and on-call rotations. Mentor peers, draft technical proposals/specs, and improve platform scalability through load testing, tracing, and production hygiene.