Director, Casino Strategy – Operations

🕒 Março 26

🗽 New York – Remoto

🗽 New York – Remote

💵 $170.000 - $200.000 / ano

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

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Fanatics, Inc.

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2011

🎮 Jogos

🛒 Varejo

🛍️ Comércio Eletrônico

Gaming • Retail • eCommerce

Fanatics está construindo uma plataforma digital esportiva global líder que tem como objetivo aprimorar a experiência dos fãs para mais de 100 milhões de entusiastas de esportes no mundo todo. A empresa opera em várias divisões, incluindo Fanatics Commerce, Fanatics Collectibles e Fanatics Betting & Gaming. Ela oferece aos fãs a oportunidade de: • comprar produtos licenciados para torcedores, camisas (jerseys), produtos de lifestyle e headwear; • colecionar cards colecionáveis (trading cards) físicos e digitais, memorabilia esportiva e outros ativos digitais; • participar de apostas esportivas. A Fanatics faz parceria com mais de 900 propriedades esportivas globalmente, incluindo grandes ligas, times e atletas, e opera mais de 2. 000 pontos de venda. A empresa é comprometida com a responsabilidade corporativa, com foco em filantropia, diversidade e inclusão, proteção de marca e sustentabilidade.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• Full-time employment