JEJustin Erwin
@justinerwin
Product-focused operations leader driving AI, analytics, and hospitality product outcomes.
United StatesWhat I'm looking for
I am a product-focused operations executive with 15+ years leading AI, analytics, automation, and large-scale hospitality operations across major Las Vegas properties. I have owned multi-hundred-million-dollar P&Ls, launched AI concierge chatbots serving 50k+ MAU, and built Power BI analytics platforms that increased NPS from 52 to 64.
My work blends hands-on technical capability (Python, SQL, LLMs) with cross-functional leadership—directing IoT pilots, enterprise automation, large renovations, and product launches—while delivering measurable improvements in CSAT, detection accuracy, and operational efficiency.
Experience
Work history, roles, and key accomplishments
Executive Director, Hotel Operations
MGM Grand
Jun 2024 - Jul 2025 (1 year 1 month)
Owned $400M P&L across seven departments and led AI, IoT, and tech modernization initiatives that scaled an AI guest-service chatbot to 50k+ MAU (+15% CSAT) and ran a 1,000-room smoke-detection pilot with 95% detection accuracy.
Director, Hotel Operations
MGM Resorts International
May 2018 - Jun 2024 (6 years 1 month)
Built and owned a Power BI analytics platform that raised NPS from 52 to 64, led cross-property automation and process redesigns reducing complaint-resolution time by 25%, and launched new ancillary revenue products.
Progressive Operations Leader
MGM Resorts International
Aug 2007 - May 2018 (10 years 9 months)
Advanced through front-line to leadership roles across multiple properties, developing early analytics and automation tools that were scaled portfolio-wide to improve forecasting and labor management.
Education
Degrees, certifications, and relevant coursework
Stanford Graduate School of Business Executive Education
Executive Education, Product Strategy
Enrolled in Executive Education coursework in Product Strategy to enhance product leadership and strategic skills (in progress).
IBIndiana University Kelley School of Business
Master of Business Administration, Digital Technology Management
Completed an MBA with a focus on Digital Technology Management, emphasizing technology-enabled business strategy and product management.
UVUniversity of Nevada, Las Vegas
Bachelor of Science, Hospitality Management
Earned a Bachelor of Science in Hospitality Management with coursework and practical experience in hotel operations and service management.
PSProduct School
Professional Certification, Product Management
Completed product management certifications including Product Manager Certification and specialized AI product courses.
Availability
Location
United StatesAuthorized to work in
Job categories
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