Director, VIP Experience & Loyalty

At PrizePicks, we are the fastest-growing sports company in North America, as recognized by Inc. 5000. As the leading platform for Daily Fantasy Sports, we cover a diverse range of sports leagues, including the NFL, NBA, and Esports titles like League of Legends and Counter-Strike. Our team of over 550 employees thrives in an inclusive culture that values individuals from diverse backgrounds, regardless of their level of sports fandom. Ready to reimagine the DFS industry together?
PrizePicks Most Value Player (MVP) program is intended to ensure the most engaged players enjoy a high quality experience with our brand and product, inspiring loyalty as they enjoy the action and excitement of our leading product portfolio. 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. This leader sets a high bar for partnership management, operational execution, and people leadership. They bring structure to complex work, non-negotiable responsibility and operational standards, make sound decisions with incomplete information, communicate clearly across stakeholders, and create an environment where the team can deliver a consistent, trusted, and differentiated MVP experience. You will implement and lead customer engagement strategies, oversee a team of MVP relationship managers, and work cross-functionally with product, marketing, compliance, and analytics teams to ensure a best-in-class experience for our top users.
What you’ll do:
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 - across all products.
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, balancing player impact, commercial value, and regulatory requirements.
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, creating clear 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 that enable consistent, high-quality player experiences.
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 that anticipate player needs, strengthen loyalty, and address churn risk before it materializes.
Serve as the senior escalation point for sensitive or complex MVP matters, ensuring thoughtful resolution and appropriate cross-functional coordination.
Ensure the program delivers a consistent and 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 the MVP player perspective.
Have overview and ownership of the entire end-to-end MVP experience
Drive cross functional execution
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 holistic offering and journeys, our understanding of players, product requirements, 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 closely with Compliance and Legal to ensure player interactions, rewards, communications, and events are executed in accordance with applicable requirements and company policies.
Manage performance and continuous improvement
Define and monitor a balanced scorecard of program and team performance, including retention, engagement, churn, lifetime value, player satisfaction, operational quality, and responsible gaming indicators.
Translate data and qualitative insights into clear recommendations for senior leaders, with an emphasis on impact, tradeoffs, risks, and next steps.
Collaborate cross-function to lead testing & measurement of new MVP initiatives; scale successful programs and discontinue approaches that do not create sufficient value.
Establish disciplined operating rhythms for planning, forecasting, reporting, issue management, and stakeholder communication.
What you have: