Job Description

Strategize – Build the strategy for helping customers succeed once they're live on Fanatics Casino by providing fast and seamless solutions when customers face issues, minimizing operational friction, and advocating for experience altering improvements.

Experiment, Analyze and Implement – Use data-driven decision-making and sound business judgment to drive go-to-market & execution for new initiatives to help customers have the best experience on Fanatics Casino. Influence – Work cross-functionally with our product, loyalty promotions, CRM, VIP, engineering, and operations teams to land key initiatives.

Be a Key Connector – Build strong, trust-based partnerships across diverse teams (Product, Engineering, Compliance, Marketing, etc.) to drive alignment and anticipate operational impacts before they occur.

About the Role

We are seeking a strategic and commercially driven Director, Casino Strategy & Operations to serve as the primary CX leader and operational stakeholder for the Casino vertical. This role represents Customer Experience in Casino leadership forums and ensures the voice of the customer meaningfully shapes product, promotional, and operational strategy.

You will own Casino CX performance end-to-end — driving friction reduction, improving promotional clarity, optimizing critical customer journeys, and elevating service standards at scale. This is a highly cross-functional, high-impact leadership role requiring strong executive presence and deep experience within the Casino space.

Key Responsibilities Casino CX Strategy & Leadership

• 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 influencing product and promotional roadmaps.
• Partner with Product, Promotions, CRM, VIP, Engineering, and Operations to drive measurable improvements in the Casino experience.
• Own a recurring Casino Pain Points forum, identifying and prioritizing the highest-impact customer and operational friction areas.

Customer Journey & Promotions Optimization

• Obsess over key Casino journeys (onboarding, payments, bonuses, wagering, withdrawals), proactively identifying friction and failure points.
• Provide data-backed recommendations to improve promotional mechanics, communication clarity, and operational execution.
• Ensure CX impact is evaluated pre- and post-launch for major campaigns and product changes.

Operational Excellence

• Lead and scale a high-performing CX function supporting Casino operations.
• Ensure exceptional service delivery with clear quality, efficiency, and compliance standards.
• Own KPIs including retention, contact rate, efficiency, and quality.
• Implement scalable operating models aligned to regulatory requirements and business growth.

Enterprise Partnership & Continuous Improvement

• Influence cross-functional strategy through structured insight reporting and executive-level communication.
  
  Drive CX-led transformation initiatives that reduce friction, improve tooling, and increase automation.
• Build and develop strong leadership capability within the CX organization.

What You Bring

• 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.

Salary range is listed in USD; ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. *Salary Range: $170,000 to $200,000 (Salary range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual Offer is confirmed). In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.