Director, VIP Sports- Customer Experience

Caesars Entertainment • Las Vegas, NV

1d • Onsite

About The Position

We’re looking for a Director of VIP Customer Experience to serve as a key leader in development of the overall VIP program — leading from the front across people, players, and experiences. This role goes beyond traditional operations – it’s the “quarterback” for our top teams. You’ll be working with our best hosts and clientele to elevate performance, execution, and service. You’ll operate at the intersection of player experience, team leadership, and operational development as we shape the future of the VIP Program. The role directly influences how we engage and grow our most important clients while building a high-performance culture across the VIP organization. If you are someone who thrives in high-stakes environments, leads from the front, and wants to build something impactful – this is that opportunity.

Requirements

• Proven leadership experience (3+ years) managing high-performing teams in hospitality, gaming, or high-touch service environments.
• Strong presence and communication skills — comfortable leading in the field, not just behind a desk.
• A player-first mindset with the ability to build trust and relationships at the highest levels.
• Operational discipline paired with executional instinct — you can both design systems and step in to deliver.
• Experience handling high-value clients, sensitive situations, and escalations with sound judgment.
• Ability to coach and develop senior talent while driving accountability and results.
• Passion for sports, gaming - understanding of player psychology, competitive landscape, and value drivers.
• Excellent interpersonal, communication, problem solving, leadership and analytical skills required.
• Must be a proactive change agent with high personal standards.
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.

Nice To Haves

• Experience with events, partnerships, or experiential marketing is a strong plus.
• Knowledge of casino operations and/or traditional casino marketing is a plus, but not required.

Responsibilities

• Partner in the strategic vision for high-value business.
• Lead and develop our top team of hosts and clientele – work with the best and strive for excellence.
• Own the design and execution of key, signature events from concept to delivery across multiple areas – sportsbook, casino, team partners and other stakeholders.
• Act as the direct leader for our Player Development and Senior Executive teams. Coaching, guiding and developing the team in daily operations.
• Handle unique and dynamic client situations with sound judgement and an emphasis on “white-glove service”.
• Step in to support or solve the team and guest issues directly, when needed.
• Maintain strong operational oversight — ensuring hosts execute within clear frameworks, controls, and expectations.
• Partner on KPIs, player segmentation, and performance tracking to drive measurable outcomes.
• Identify friction points in workflows and implement practical solutions that improve speed, consistency, and effectiveness.
• Identify talent gaps, coach individuals to higher levels, and help build the next generation of VIP leaders.
• Continuously refine how we engage top players, bringing creativity and discipline to maximize retention and growth.
• Identify compliance risks and take actions necessary to eliminate or minimize risks.
• Champion within the organization a commitment to honesty, integrity, and responsible corporate behavior.

Benefits

• medical, vision, and dental insurance
• life insurance
• disability insurance
• a 401(k)-matching program
• short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation
• paid Flexible Time Off
• paid company holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager