Manager, VIP Fast Track

Company Overview
Fanatics Betting & Gaming (FBG) is searching for a Manager of Fast Track Operations to lead the execution, optimization, and innovation of our FanaticsONE Fast Track program. This individual will play a pivotal role in scaling a high-impact customer onboarding experience designed to identify, engage, and convert high-potential customers into long-term loyalists. This role requires a dynamic, data-informed operator with a passion for delivering elevated experiences and a talent for leading a cross-functional team of agents. You will ensure seamless execution of weekly offer cadences, 1:1 outreach, CRM journey integration, and host transitions.

As the Fast Track program becomes a cornerstone of our loyalty acquisition strategy, this leader will be expected to continually enhance team effectiveness, support test-and-learn initiatives, and ensure high-quality customer outcomes by closely collaborating with marketing, product, analytics, and VIP stakeholders.

Responsibilities

• Lead the day-to-day operations of the FanaticsONE Fast Track program across outreach, communications, and offer fulfillment.
  
   
• Manage and mentor a team of Fast Track reps executing 1:1 outreach, inbound handling, and ongoing customer engagement across channels (SMS, email, in-app messaging).
  
   
• Oversee and optimize the weekly cadence of communications and offers throughout the 30-day Fast Track journey, ensuring consistency, personalization, and high conversion rates.
  
   
• Serve as the operational owner of Fast Track customer journeys—monitoring funnel progression, tier point accrual, CRM comms, and host routing.
  
   
• Partner with Data, Analytics, and CRM teams to inform segmentation strategies, monitor program KPIs, and support test-and-learn experimentation.
  
   
• Develop and maintain SOPs and training materials for the Fast Track team, incorporating updates to branding, program structure, and customer flows.
  
   
• Coordinate with Status Match and Loyalty teams to ensure customer segmentation, offer eligibility, and communications remain accurate and consistent.
  
   
• Identify opportunities to improve the Fast Track lifecycle and user experience based on feedback, analytics, and business needs.
  
   
• Report on program performance and surface insights to senior leadership, including conversion rates, share-of-wallet improvements, and downstream loyalty engagement.
  
   

Qualifications

• 4+ years of experience in customer success, loyalty marketing, player development, or customer operations—preferably within the online sportsbook, casino, or gaming industry.
  
   
• Experience managing customer-facing teams in high-velocity environments.
  
   
• Strong understanding of lifecycle marketing, segmentation strategies, and customer journey mapping.
  
   
• Familiarity with Salesforce, Snowflake, and CRM platforms preferred.
  
   
• Proven ability to collaborate cross-functionally across marketing, analytics, product, and operations teams.
  
   
• Analytical mindset with an ability to translate data into actionable insights.
  
   
• Ability to thrive in a test-and-learn environment with evolving tools and playbooks.
  
   
• Excellent communication and people management skills with a focus on coaching and team development.
  
   
• A passion for building customer-centric experiences that drive loyalty and growth.

Salary range is listed in USD; ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. *Salary Range: $110,000 to $125,000 (Salary range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual Offer is confirmed). In addition to the base and bonus, full-time employment, and more.  For information about our benefits, please visit https://benefitsatfanatics.com/

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. 

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.