[Hiring] Director, VIP Experience & Loyalty @PrizePicks

Role Description

We are seeking a strategic and people-driven Director, MVP to lead our high-performing MVP team. This leader will be responsible for growing, engaging, and retaining our most engaged users. Key responsibilities include:

• Set the MVP strategy and business plan
• Own and evolve the MVP strategy, including player segmentation, tier design, service model, and engagement principles across the player lifecycle
• Develop an annual roadmap and operating plan that connects 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 clear decision frameworks for investments, offers, experiences, and escalations
• Communicate and present to the executive leadership team on a regular basis

Lead and develop a high performing team:

• Lead, coach, and develop MVP Managers and Player Representatives
• Set team goals, service standards, performance measures, and capacity plans
• 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

Own the MVP player experience:

• Design and oversee high-touch engagement strategies
• Serve as the senior escalation point for sensitive or complex MVP matters
• Ensure the program delivers a consistent and differentiated experience across digital touchpoints
• Use player feedback and relationship-manager insights to identify friction and improve service design

Drive cross functional execution:

• Partner with RevOps and CRM teams to translate MVP strategy into targeted lifecycle campaigns
• Work with Product and Analytics to improve the MVP holistic offering and journeys
• Collaborate with Customer Support to align service expectations
• Partner closely with Compliance and Legal to ensure player interactions are executed in accordance with requirements

Manage performance and continuous improvement:

• Define and monitor a balanced scorecard of program and team performance
• Translate data and qualitative insights into clear recommendations for senior leaders
• Collaborate cross-function to lead testing & measurement of new MVP initiatives
• Establish disciplined operating rhythms for planning, forecasting, reporting, issue management, and stakeholder communication

Qualifications

• 10+ years of experience in high-value player management, customer success, loyalty, CRM, retention, or customer experience
• 4+ years of progressive people leadership experience
• Proven success developing and executing customer engagement or loyalty strategies
• Strong commercial and analytical judgment
• Experience working cross-functionally with marketing, product, analytics, customer support, compliance, and legal stakeholders
• Excellent written and verbal communication skills
• Experience with CRM platforms, segmentation, loyalty programs, and performance reporting
• Unrelenting passion for delivering exceptional player experiences
• A passion for sports, fantasy sports, and/or iGaming is a plus

Requirements

• Must be authorized to work for any employer in the U.S.
• We are unable to sponsor or take over sponsorship of an employment Visa at this time

Benefits

• Company-subsidized medical, dental, & vision plans
• 401(k) plan with company match
• Annual bonus
• Flexible PTO to encourage a healthy work/life balance (2 weeks STRONGLY encouraged!)
• Generous paid leave programs, including 16-week paid parental leave and disability benefits
• Workplace flexibility and modern work schedules focused on getting the job done
• Company-wide in-person events and team outings
• Lifestyle enhancement program
• Company equipment provided (Windows & Mac options)
• Annual performance reviews with opportunities for growth and career development

Company Description

PrizePicks is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.