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Fanatics · 1 day ago

Director, Strategic Operations (Loyalty)

Denver, CO

Full-time

Onsite

Director/Executive

$170K/yr - $200K/yr

8+ years exp

Fanatics is a leading global digital sports platform, and they are seeking a Director of Strategic Operations (Loyalty) to drive loyalty operational strategy and high-impact initiatives. The role involves leading loyalty strategic initiatives, collaborating with cross-functional teams, and optimizing programs to deliver value to customers and the business.

eSportsManufacturingRetailSporting GoodsSports

H1B Sponsor Likely

Responsibilities

Fanatics ONE & Co-Brand Program Ownership: Lead execution, optimization, and scaling of Fanatics ONE, including potential co-brand initiatives, ensuring measurable business and customer impact

Status Match: Define and operationalize the status match process to deliver seamless customer upgrades and retention outcomes

Fast Track: Evolve the Fast Track initiative, ensuring it is tightly aligned with broader loyalty strategy, Customer Experience, Operations, and Account Management teams

Hosted at Scale Model: Lead the Fanatics Concierge program as part of loyalty operations, ensuring consistent execution, high-value customer engagement, responsible gaming commitments, and measurable business outcomes

Customer Experience Account Manager Relationship: Build and maintain structured engagement models between CX and Account Managers to maximize high-value client satisfaction, retention, and growth

Agent Bonusing: Design and implement agent bonus frameworks tied to loyalty success, aligning incentives with organizational goals and customer outcomes

Loyalty Faction Partnerships: Serve as the primary ops liaison with our loyalty strategy partners and other loyalty leadership factions, ensuring seamless collaboration and execution of shared goals

Leadership & Influence: Manage multiple direct reports and cross-functional stakeholders with clear, consistent communication and a strong focus on outcomes

Strategy & Experimentation: 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

Company

Fanatics

Glassdoor3.5

Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.

Founded in 2002

Jacksonville, Florida, USA

10001+ employees

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

Joseph Bozich

Advisor to Chief Executive Officer

Michael Mahan

CEO

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Company data provided by crunchbase