Director, VIP Experience & Loyalty

PrizePicks•Atlanta, GA

3d•$140,000 - $180,000•Remote

About The Position

PrizePicks is seeking a strategic, people-driven Director, MVP to lead its Most Value Player program and team. The role is responsible for growing, engaging, and retaining the company’s most engaged users while establishing strong standards for partnership management, operational execution, and people leadership. The Director will bring structure to complex work, make sound decisions with incomplete information, communicate across stakeholders, and foster a consistent, trusted, differentiated MVP experience. The Director will own and evolve the MVP strategy and business plan across products, including player segmentation, tier design, service models, and engagement principles. The role will develop an annual roadmap tied to retention, engagement, lifetime value, and responsible gaming objectives; oversee high-touch player engagement; and lead a team of MVP Managers and Player Representatives. Working across RevOps, CRM, Product, Analytics, Customer Support, Compliance, and Legal, the Director will translate strategy into campaigns and experiences, ensure appropriate handling of player interactions and escalations, and use data and feedback to improve the program. The role will establish performance measures and operating rhythms, present recommendations to senior leaders, and continuously test and refine MVP initiatives. The position prefers candidates based in Atlanta but is open to qualified applicants anywhere in the United States, including remote candidates. The typical salary range is $140,000 to $180,000, with actual compensation dependent on location, skills, experience, and education. Applicants must be authorized to work for any U.S. employer; visa sponsorship is not available.

Requirements

10+ years of experience in high-value player management, customer success, loyalty, CRM, retention, or customer experience.
4+ years of progressive people leadership experience, with demonstrated ability to build, coach, and retain high-performing teams.
Proven success developing and executing customer engagement or loyalty strategies that improve retention, engagement, and lifetime value.
Strong commercial and analytical judgment, including experience using player or customer data to identify opportunities, measure impact, and make decisions.
Experience working cross-functionally with marketing, product, analytics, customer support, compliance, and legal stakeholders.
Excellent written and verbal communication skills, including presenting to and influencing senior stakeholders and building trusted relationships with high-value players.
Experience with CRM platforms, segmentation, loyalty programs, and performance reporting.
Unrelenting passion for delivering exceptional player experiences.
Must be authorized to work for any employer in the United States; employment visa sponsorship is unavailable.

Nice To Haves

Experience in gaming, sports betting, or daily fantasy sports.
Familiarity with responsible gaming practices.
A passion for sports, fantasy sports, and/or iGaming.

Responsibilities

Own and evolve the MVP strategy, including player segmentation, tier design, service model, and engagement principles across the player lifecycle and all products.
Develop an annual roadmap and operating plan connecting MVP initiatives to retention, engagement, lifetime value, and responsible gaming objectives.
Identify and prioritize opportunities to improve the MVP experience through personalized outreach, rewards, exclusive access, events, and product or service enhancements.
Establish decision frameworks for investments, offers, experiences, and escalations while balancing player impact, commercial value, and regulatory requirements.
Communicate and present regularly to the executive leadership team.
Lead, coach, and develop MVP Managers and Player Representatives, setting expectations for leadership, relationship management, and operational excellence.
Set team goals, service standards, performance measures, and capacity plans; use performance trends to improve execution and develop talent.
Build scalable playbooks, training, quality standards, escalation protocols, and knowledge-sharing routines.
Foster a culture of ownership, sound judgment, collaboration, discretion, and responsible gaming stewardship.
Design and oversee high-touch engagement strategies that anticipate player needs, strengthen loyalty, and address churn risk.
Serve as the senior escalation point for sensitive or complex MVP matters and coordinate appropriate cross-functional resolution.
Ensure a consistent, differentiated experience across digital touchpoints, service interactions, rewards, and live experiences.
Use player feedback and relationship-manager insights to identify friction, improve service design, and advocate for MVP players.
Oversee the end-to-end MVP experience.
Partner with RevOps and CRM teams to translate MVP strategy into targeted lifecycle campaigns, communications, and engagement journeys.
Work with Product and Analytics to improve the MVP offering and journeys, player understanding, product requirements, and outcome assessments, and convert insights into scalable solutions.
Collaborate with Customer Support to align service expectations, handoffs, and escalation practices for top-tier players.
Partner with Compliance and Legal to ensure interactions, rewards, communications, and events comply with applicable requirements and company policies.
Define and monitor a balanced program and team scorecard, including retention, engagement, churn, lifetime value, player satisfaction, operational quality, and responsible gaming indicators.
Translate data and qualitative insights into recommendations for senior leaders, addressing impact, tradeoffs, risks, and next steps.
Lead cross-functional testing and measurement of MVP initiatives; scale successful programs and discontinue approaches that do not create sufficient value.
Establish operating rhythms for planning, forecasting, reporting, issue management, and stakeholder communication.

Benefits

Company-subsidized medical insurance
Company-subsidized dental insurance
Company-subsidized vision insurance
401(k) plan with company match
Annual bonus
Flexible PTO, with two weeks strongly encouraged
Generous paid leave programs, including 16-week paid parental leave
Disability benefits
Workplace flexibility and modern work schedules focused on results rather than hours clocked
Company-wide in-person events and team outings
Lifestyle enhancement program
Company equipment provided, with Windows and Mac options
Annual performance reviews with opportunities for growth and career development