Director, VIP Experience – Loyalty

🕒 Outubro 16

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $140.000 - $180.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 28 dias.
• As vagas desta empresa costumam ser preenchidas em 29 dias.

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PrizePicks

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🎮 Jogos

⚽ Esportes

Gaming • Sports

PrizePicks é uma plataforma inovadora que oferece uma maneira dinâmica e interativa de participar de esportes diários de fantasia e esports. Os usuários podem fazer previsões sobre desempenhos de jogadores em vários esportes, incluindo NFL, NBA, MLB, CFB e muitos outros, com a oportunidade de ganhar até 1000 vezes o valor de sua inscrição. PrizePicks opera legalmente em 43 estados dos EUA, Washington D. C. e Canadá, fornecendo uma ampla gama de opções de apostas, incluindo Pick 'Em e Pick 'Em Arena, onde os usuários competem entre si por recompensas em dinheiro. A empresa enfatiza o engajamento dos usuários com recursos como promoções recorrentes e o jogo Streak, que é gratuito e permite que os participantes ganhem ao construir sequências de vitórias diárias. PrizePicks garante transações seguras e pagamentos rápidos, aprimorando a experiência e satisfação do usuário no mundo das apostas esportivas com dinheiro real.

Descrição

• Own and evolve the MVP strategy, including player segmentation, tier design, service model, and engagement principles across the player lifecycle and all products • Develop an annual roadmap and operating plan connecting MVP initiatives to retention, engagement, lifetime value, and responsible gaming objectives • Identify opportunities to improve the MVP experience through personalized outreach, rewards, exclusive access, events, and product or service enhancements • Establish decision frameworks for investments, offers, experiences, and escalations while balancing player impact, commercial value, and regulatory requirements • Communicate and present regularly to the executive leadership team • Lead, coach, and develop MVP Managers and Player Representatives • Set team goals, service standards, performance measures, and capacity plans • Build scalable playbooks, training, quality standards, escalation protocols, and knowledge-sharing routines • Design and oversee high-touch engagement strategies to strengthen loyalty and address churn risk • Serve as the senior escalation point for sensitive or complex MVP matters • Ensure a consistent, differentiated MVP experience across digital touchpoints, service interactions, rewards, and live experiences • Use player feedback and relationship-manager insights to improve service design and advocate for MVP players • Own the entire end-to-end MVP experience • Partner with RevOps and CRM teams on targeted lifecycle campaigns, communications, and engagement journeys • Work with Product and Analytics to improve MVP offerings and journeys, assess outcomes, and develop scalable solutions • Collaborate with Customer Support on service expectations, handoffs, and escalation practices • Partner with Compliance and Legal to ensure interactions, rewards, communications, and events meet applicable requirements and company policies • Define and monitor scorecards covering retention, engagement, churn, lifetime value, player satisfaction, operational quality, and responsible gaming indicators • Translate data and qualitative insights into recommendations for senior leaders • Lead testing and measurement of new MVP initiatives, scaling successful programs and discontinuing ineffective approaches • Establish operating rhythms for planning, forecasting, reporting, issue management, and stakeholder communication

🎯 Requisitos

• 10+ years of experience in high-value player management, customer success, loyalty, CRM, retention, or customer experience, ideally within gaming, sports betting or DFS • 4+ years of progressive people leadership experience, with a demonstrated ability to build, coach, and retain high-performing teams • Proven success developing and executing customer engagement or loyalty strategies that improve retention, engagement, and lifetime value • Strong commercial and analytical judgment, with experience using player or customer data to identify opportunities, measure impact, and make decisions • Experience working cross-functionally with marketing, product, analytics, customer support, compliance, and legal stakeholders • Excellent written and verbal communication skills, including the ability to present to and influence senior stakeholders and build trusted relationships with high-value players • Experience with CRM platforms, segmentation, loyalty programs, and performance reporting • Familiarity with responsible gaming practices is strongly preferred • Unrelenting passion for delivering exceptional player experiences • A passion for sports, fantasy sports, and/or iGaming is a plus • Must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable

🏖️ Benefícios

• Company-subsidized medical, dental, & vision plans • 401(k) plan with company match • Annual bonus • Flexible PTO to encourage a healthy work/life balance (2 weeks STRONGLY encouraged!) • Generous paid leave programs, including 16-week paid parental leave and disability benefits • Workplace flexibility and modern work schedules focused on getting the job done, not hours clocked • Company-wide in-person events and team outings • Lifestyle enhancement program • Company equipment provided (Windows & Mac options) • Annual performance reviews with opportunities for growth and career development

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