Director, Strategic Operations (Loyalty) jobs in United States
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Fanatics · 1 month ago

Director, Strategic Operations (Loyalty)

position1331 17th St, Denver, CO, 80202, US
timeFull-time
remoteOnsite
seniorityDirector/Executive
money$170K/yr - $200K/yr
date8+ years exp

Fanatics is a leading company in the sports industry, and they are seeking a Director of Strategic Operations (Loyalty) to oversee loyalty operational strategy and initiatives. The role involves optimizing loyalty programs, collaborating with cross-functional teams, and driving customer engagement and retention outcomes.

eSportsManufacturingRetailSporting GoodsSports
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H1B Sponsor Likelynote

Responsibilities

Lead execution, optimization, and scaling of Fanatics ONE, including potential co-brand initiatives, ensuring measurable business and customer impact
Define and operationalize the status match process to deliver seamless customer upgrades and retention outcomes
Evolve the Fast Track initiative, ensuring it is tightly aligned with broader loyalty strategy, Customer Experience, Operations, and Account Management teams
Lead the Fanatics Concierge program as part of loyalty operations, ensuring consistent execution, high-value customer engagement, responsible gaming commitments, and measurable business outcomes
Build and maintain structured engagement models between CX and Account Managers to maximize high-value client satisfaction, retention, and growth
Design and implement agent bonus frameworks tied to loyalty success, aligning incentives with organizational goals and customer outcomes
Serve as the primary ops liaison with our loyalty strategy partners and other loyalty leadership factions, ensuring seamless collaboration and execution of shared goals
Manage multiple direct reports and cross-functional stakeholders with clear, consistent communication and a strong focus on outcomes
Develop strategies from first principles, translate them into experiments, and generate actionable insights that refine and improve programs continuously

Qualification

Operational strategyCustomer-facing programsData-driven decision makingSQLExcel modelingTeam managementCross-functional collaborationEmpathetic team playerEntrepreneurial mindsetPassion for sportsExperience in consultingLoyalty programsData visualization toolsBachelor’sMaster’s degreeCommunication

Required

8+ years of progressively relevant experience with 3+ years managing teams
Demonstrated success in high-performance cultures (e.g., tech, operations, strategy, consulting, or related)
Proven experience owning or driving customer-facing strategic programs, ideally within a VIP, loyalty, or high-value customer segment
Strong business acumen, with experience planning & executing complex strategies
Data-driven decision maker; comfortable with SQL, Excel modeling, or equivalent tools
Excellent communication skills with experience presenting to senior leadership
Empathetic team player who excels at cross-functional collaboration
Passion for sports and an understanding of what sports fans expect in high-touch, premium experiences
Entrepreneurial mindset with the ability to thrive in a fast-paced, high-growth environment

Preferred

3+ years managing other people managers
Experience in consulting, strategy, or operations in a customer-centric industry
Familiarity with loyalty, rewards, or VIP program management
Experience with data visualization tools (e.g., Tableau)
Bachelor's or Master's degree in Business, Strategy, or Analytics

Benefits

In addition to the base and bonus, full-time employment, and more.

Company

Fanatics

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Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.
dateFounded in 2002
location
Jacksonville, Florida, USA
people-size10001+ employees
web-link
http://www.fanaticsinc.com

H1B Sponsorship

Fanatics has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)

Funding

Current Stage
Late Stage
Total Funding
$4.9B
Key Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M

Leadership Team

J
Joseph Bozich
Advisor to Chief Executive Officer
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Michael Mahan
CEO

Recent News

Sports Business Journal
Fanatics becomes e-commerce partner of Zuffa Boxing
2026-01-23
Sports Business Journal
Sports Business Daily: Executive Transactions - January 22, 2026
2026-01-23
GlobeNewswire
Panini Style Collectible Card Report 2026: $5+ Bn Market Opportunities, Trends, Competitive Landscape, Strategies, and Forecasts, 2020-2025, 2025-2030F, 2035F
2026-01-22
Company data provided by crunchbase