GamblingCareers.com · 13 hours ago
Director, Strategic Operations (Loyalty)
Denver, CO
Full-time
Onsite
Director/Executive
$170K/yr - $200K/yr
8+ years expFanatics Betting & Gaming is seeking a Director of Strategic Operations (Loyalty) to oversee loyalty operational strategy and high-impact initiatives. The role involves leading loyalty strategic initiatives, optimizing customer engagement, and collaborating with cross-functional teams to drive measurable business outcomes.
Casino
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
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
Full-time employment
For information about our benefits, please visit https://benefitsatfanatics.com/
Company
GamblingCareers.com
GamblingCareers.com is the leading job board for the iGaming and Online Gambling industry, dedicated to bridging the gap between talented job seekers and top employers in the sector.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase