Director, Casino Strategy & Operations

Fanatics•New York, NY

17d

About The Position

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.

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.

Responsibilities

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.
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.
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.
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.

Benefits

In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/ [https://benefitsatfanatics.com/]

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