Fanatics

China-based licensed sports merchandise retailer

Director, Casino Strategy & Operations

Customer Experience +1Confirmed live in the last 24 hours

Full-timeNew York, NY, USA$170k - $200kIn-person

About the Job

Requirements

At least 10 years of progressive leadership experience in Customer Experience, Operations, or related fields.
Experience operating at Director level, influencing senior stakeholders, and shaping business strategy.
A track record of using data-driven decision-making to deliver measurable customer experience improvements at scale.
Deep understanding of Casino promotions, wagering mechanics, player behavior, and regulatory frameworks.
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.

Responsibilities

Build the strategy for helping customers succeed after they are live on Fanatics Casino by providing fast, seamless solutions, minimizing operational friction, and advocating for experience-altering improvements.
Use data-driven decision-making and business judgment to drive go-to-market and execution for new initiatives that improve the customer experience.
Work cross-functionally with Product, Loyalty Promotions, CRM, VIP, Engineering, and Operations teams to deliver key initiatives.
Represent Customer Experience in Casino leadership forums and ensure the voice of the customer shapes product, promotional, and operational strategy.
Own Casino customer experience performance end-to-end by reducing friction, improving promotional clarity, optimizing customer journeys, and raising service standards at scale.
Translate voice-of-customer feedback, contact drivers, and performance data into actionable business cases that influence product and promotional roadmaps.
Partner with Product, Promotions, CRM, VIP, Engineering, and Operations to deliver measurable improvements in the Casino experience.
Own a recurring Casino Pain Points forum and identify and prioritize high-impact customer and operational friction areas.
Identify friction and failure points in Casino journeys, including onboarding, payments, bonuses, wagering, and withdrawals.
Provide data-backed recommendations to improve promotional mechanics, communication clarity, and operational execution.
Evaluate customer experience impact before and after major campaigns and product changes launch.
Lead and scale a high-performing Customer Experience function supporting Casino operations.
Ensure service delivery meets quality, efficiency, and compliance standards.
Own retention, contact rate, efficiency, and quality key performance indicators.
Implement scalable operating models aligned to regulatory requirements and business growth.
Influence cross-functional strategy through structured insight reporting and executive-level communication.
Drive Customer Experience-led transformation initiatives that reduce friction, improve tooling, and increase automation.
Build and develop leadership capability within the Customer Experience organization.

Desired Qualifications

Strong Casino experience.

Strategize – Build the strategy for helping customers succeed once they're live on Fanatics Casino by providing fast and seamless solutions when customers face issues, minimizing operational friction, and advocating for experience altering improvements.

Experiment, Analyze and Implement – Use data-driven decision-making and sound business judgment to drive go-to-market & execution for new initiatives to help customers have the best experience on Fanatics Casino. Influence – Work cross-functionally with our product, loyalty promotions, CRM, VIP, engineering, and operations teams to land key initiatives.

Be a Key Connector – Build strong, trust-based partnerships across diverse teams (Product, Engineering, Compliance, Marketing, etc.) to drive alignment and anticipate operational impacts before they occur.

About the Role

We are seeking a strategic and commercially driven Director, Casino Strategy & Operations to serve as the primary CX leader and operational stakeholder for the Casino vertical. This role represents Customer Experience in Casino leadership forums and ensures the voice of the customer meaningfully shapes product, promotional, and operational strategy.

You will own Casino CX performance end-to-end — driving friction reduction, improving promotional clarity, optimizing critical customer journeys, and elevating service standards at scale. This is a highly cross-functional, high-impact leadership role requiring strong executive presence and deep experience within the Casino space.

Key Responsibilities Casino CX Strategy & Leadership

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 influencing product and promotional roadmaps.
Partner with Product, Promotions, CRM, VIP, Engineering, and Operations to drive measurable improvements in the Casino experience.
Own a recurring Casino Pain Points forum, identifying and prioritizing the highest-impact customer and operational friction areas.

Customer Journey & Promotions Optimization

Obsess over key Casino journeys (onboarding, payments, bonuses, wagering, withdrawals), proactively identifying friction and failure points.
Provide data-backed recommendations to improve promotional mechanics, communication clarity, and operational execution.
Ensure CX impact is evaluated pre- and post-launch for major campaigns and product changes.

Operational Excellence

Lead and scale a high-performing CX function supporting Casino operations.
Ensure exceptional service delivery with clear quality, efficiency, and compliance standards.
Own KPIs including retention, contact rate, efficiency, and quality.
Implement scalable operating models aligned to regulatory requirements and business growth.

Enterprise Partnership & Continuous Improvement

Influence cross-functional strategy through structured insight reporting and executive-level communication.
Drive CX-led transformation initiatives that reduce friction, improve tooling, and increase automation.
Build and develop strong leadership capability within the CX organization.

What You Bring

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.

Salary range is listed in USD; ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. *Salary Range: $170,000 to $200,000 (Salary range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual Offer is confirmed). In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/

Requirements at a Glance

Experience Level: Expert
Work Authorization: Sponsored H-1B in the past

Benefits

Work Life Balance - At Fanatics we place our focus on results and empowerment and encourage you to enjoy your time on and OFF the field with our competitive time off policies.
Recognition and Rewards Program - Fanatics values our internal fans too! Our programs are designed to thank and reward Fanatics athletes for their hard work and commitment to winning as a team.
Company Sponsored Events - From breakfast to happy hour and every hour in between – Fanatics employees can enjoy time together at one of our many company events.
Fanatics.com Employee Discount - As an employee you will receive a special discount on all of your favorite sports merchandise and memorabilia.
Give Back - Fanatics cares about the fans around us. We encourage you to partner up with your teammates in giving back and serving the communities where we work and play.
Meet & Greets - You never know who will show up to the office. You might just meet one of your all-time favorite athletes.
Invest in You - Here at Fanatics we want you to accomplish your goals. We offer tuition reimbursement.
Healthy Lifestyle - Fanatics cares about helping and supporting our teams in their busy lifestyles. Through wellness relationships with fitness and weight management partners we are here to support you in whatever your lifestyle goals.
Wellness Coverage - Your health is important to you – and it’s important to us too! We offer a number of benefit plan options for convenience and flexibility.
Financial Security - Through our plans, Fanatics offers you a way to budget for health care expenses that you’d typically pay for out of pocket.
Retirement - The sooner you begin planning for your retirement, the better. Fanatics offers generous plans to help you prepare for the future.
Network of Support - Fanatics understands that sometimes you may need someone in your corner. Through the Life Assistance Program, you and your family have access to support 24 hours a day, 7 days a week.

About the Company

Fanatics

China-based licensed sports merchandise retailer

Fanatics China is a joint venture between Fanatics Inc. and Hillhouse Capital that localizes and scales licensed sports merchandise for China. It designs, manufactures, and markets fan gear for Chinese consumers, operating a multi-channel model that includes building and running e-commerce sites for global leagues and teams, exploring online marketplaces, and developing physical retail concepts. Its product workflow combines technology, data, and on-demand manufacturing to manage the entire supply chain, enabling fast response to demand. The company differentiates itself through a China-focused approach backed by Hillhouse’s network and investments, its end-to-end vertical commerce model, and partnerships with hundreds of sports organizations, which together help it navigate China’s complex retail landscape. The goal is to satisfy a previously underserved Chinese market for licensed sports merchandise by creating localized products and channels that connect fans with official gear.

Company size: 10,001+
Company stage: Growth Equity (Venture Capital)
Total funding: $5.2B
Headquarters: Huangpu, China
Founded: 1995

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