Director, Casino Strategy – Operations
Fanatics, Inc.
full-time
Posted on:
Location Type: Remote
Location: New York • United States
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Salary
💰 $170,000 - $200,000 per year
Job Level
About the role
- Build the strategy for helping customers succeed once they're live on Fanatics Casino.
- Use data-driven decision-making and sound business judgment to drive go-to-market & execution for new initiatives.
- Work cross-functionally with our product, loyalty promotions, CRM, VIP, engineering, and operations teams.
- Build strong, trust-based partnerships across diverse teams to drive alignment and anticipate operational impacts.
- Ensure the voice of the customer meaningfully shapes product, promotional, and operational strategy.
- Own Casino CX performance end-to-end, driving friction reduction and improving promotional clarity.
- Optimize critical customer journeys and elevate service standards at scale.
- Act as the strategic voice of the customer across Casino, representing CX in leadership calls and planning forums.
- Translate VOC, contact drivers, and performance data into actionable business cases.
- Own a recurring Casino Pain Points forum, identifying and prioritizing customer and operational friction areas.
Requirements
- 10 plus years of progressive leadership experience in Customer Experience, Operations, or related fields, with strong Casino experience preferred.
- Proven experience operating at Director level, influencing senior stakeholders and shaping business strategy.
- Data-driven decision-maker with a track record of delivering measurable CX improvements at scale.
- Deep understanding of Casino promotions, wagering mechanics, player behavior, and regulatory frameworks.
- Strong commercial acumen and ability to balance customer experience, compliance, and profitability.
- Executive-level communication and cross-functional leadership capability.
- Experience leading distributed and/or vendor-supported teams.
- Ability to obtain and maintain required gaming licenses.
Benefits
- Full-time employment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data-driven decision-makingcustomer experience improvementsoperational strategypromotional claritycustomer journey optimizationperformance data analysisbusiness case developmentregulatory frameworkswagering mechanicsplayer behavior analysis
Soft Skills
leadershipinfluencing senior stakeholderscross-functional collaborationtrust-based partnershipsexecutive-level communicationstrategic thinkingproblem-solvingcommercial acumencustomer advocacyteam management
Certifications
gaming licenses