Director, Casino Strategy – Operations

🕒 March 26

🗽 New York – Remote

🗽 New York – Remote

💵 $170k - $200k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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Fanatics, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

🎮 Gaming

🛒 Retail

🛍️ eCommerce

Gaming • Retail • eCommerce

Fanatics is building a leading global digital sports platform that aims to enhance the fan experience for over 100 million sports enthusiasts worldwide. The company operates across several divisions including Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming. They offer fans the opportunity to buy licensed fan gear, jerseys, lifestyle products, and headwear, collect physical and digital trading cards, sports memorabilia, and other digital assets, as well as engage in sports betting. Fanatics partners with over 900 sports properties globally, including major leagues, teams, and athletes, and operates more than 2,000 retail locations. The company is committed to corporate responsibility with a focus on philanthropy, diversity and inclusion, brand protection, and sustainability.

📋 Description

• 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