Director, VIP Sports- Customer Experience

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. DIRECTLY SUPERVISES : Sports Sales Player Development & Senior Executive Team 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. 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. 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. 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. COMPETENCIES: Sales Excellence: Leveraging sales techniques to maximize team performance. Passion for Service: Internally motivated to graciously serve, delight and build guest loyalty; as well as lead a team to do the same. Drive: Harnessing energy and passion to excel. Customer/Commercial/Market Awareness: Anticipating and listening to customer needs; looking outside our world. Influence: Engaging, leading and motivating a team to succeed. Professional Excellence: Applied functional/business knowledge; professionalism, composure, effectiveness. EDUCATION AND EXPERIENCE: Bachelor’s degree in Marketing or Business preferred. Proven ability to effectively collaborate as well as manage and motivate a sales workforce. Strong analytical skills. Ability to develop and communicate guest insight findings and recommendations, creating actionable strategies for sales functions. Ability to work independently and manage multiple initiatives and projects. ADDITIONAL REQUIREMENTS Must have manual dexterity and coordination to operate office equipment including, but not limited to computers, telephone/headset, etc. Must be able to work in moderate to loud noise conditions. Must be able to make telephone calls for extended periods (minimum 40+ calls/day). Must be able to lift up to 15 pounds. Must be able to tolerate areas containing secondhand smoke. Must be able to work for long periods of time, under fluorescent lighting. Must be able to work at a desk, for most of the day, in a seated position. Must be able to spend most of the day working off computer monitors and operating a keyboard. Although most of the position will be spent seated at a desk, there will be occasions where candidate must be able to remain on one’s feet for long periods of time, and/or walk for long distances. Must be able to travel as needed. The salary range for this position is $120,000.00 - $150,000.00 USD, which is dependent on a several factors including relevant experience, geography, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid Flexible Time Off and paid company holidays.