Overview

As the Director of Strategic Operations (Loyalty) at Fanatics Betting & Gaming, you will serve as the single point of accountability for Loyalty operational strategy, owning Fanatics ONE, Status Match, Fast Track, Fanatics Concierge, and other high-impact initiatives. Reporting into the Director - Customer Experience, you will play an integral role in shaping and scaling programs that deliver outsized value to our most important customers.

The ideal candidate has deep operational expertise, thrives in high-performance cultures, and is a natural problem solver with strong stakeholder management skills. You will lead and optimize loyalty strategic initiatives, partner closely with cross-functional teams, and drive measurable outcomes for both customers and the business.

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.
  
  

Required Qualifications

• 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 Qualifications

• 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.

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.