VIP Director

Remote US Customer Operations

THE POSITION
Our roster has an opening with your name on it

FanDuel Group is looking to expand its VIP department for our online casino.  We are looking to recruit a VIP Accounts Area Director to manage operations of key casino state(s). 

As a VIP Accounts Area Director, you will oversee Team Managers in your designated key state(s) and manage a VIP team who hosts a portfolio of high value customers. A key part of this team’s role revolves around cultivating relationships with our VIP customer base to ensure that FanDuel is their top choice when it comes to Casino gaming. You will mentor your team to build strong relationships with their VIP customer portfolios in order to increase customer loyalty, while adhering to the highest compliance standards in the industry. A key part of the role will be managing a high performing team of Account Managers, Team Managers and/or Senior Managers who will be measured across multiple customer service metrics.  This role will also liaise with other departments to identify new opportunities to enhance the FanDuel VIP value proposition for our customers.

In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.

 

THE GAME PLAN
Everyone on our team has a part to play

  • Effectively manage and coach a FanDuel Group VIP team in order to guide them towards KPIs geared around service levels and customer satisfaction
  • Build out essential monthly / quarterly plans for your area's Account Managers, that execute the department's strategy
  • Collaborate with other VIP Area Directors & Senior Managers to deliver a holistic view on FanDuel group VIP customers
  • Be accountable for your team's Account Manager service scorecard performance
  • Build strong development plans for each employee within your area
  • Be the key escalation point for all VIP BAU issues that may arise
  • Work with internal stakeholders on ensuring the highest quality training programs are in place, focusing on Compliance, Customer Experience and Professionalism
  • Keep Compliance and Responsible Gaming at the heart of all we do
  • Monitor overall team performance to ensure that bonuses, gifts, and hospitality invitations are offered in a responsible manner in accordance with business requirements
  • Execute upon VIP Senior Director / VP's initiatives regarding performance & strategy
  • Meet and host VIPs at Hospitality events and mentor team members to do the same
  • Deliver against company Responsible Gaming protocols
  • Provide strong leadership, professionalism and strategic planning for your Area   

 

THE STATS
What we're looking for in our next teammate

  • Minimum of 8 years of experience in high end customer service field is essential
  • Minimum of 5 years casino industry experience
  • Minimum of 3 years of management experience
  • Excellent verbal and written communication skills
  • Passionate and demonstrate the ability to provide top level service
  • Confident and people focused personality
  • Excellent analytical skills and experience with Excel
  • Ability to interpret and present data to senior management
  • Execute targets and deadlines

ABOUT FANDUEL

FanDuel Group is the premier mobile gaming company in the United States and Canada. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: America’s #1 Sportsbook, FanDuel Sportsbook; its leading iGaming platform, FanDuel Casino; the industry’s unquestioned leader in horse racing and advance-deposit wagering, FanDuel Racing; and its daily fantasy sports product.  

In addition, FanDuel Group operates FanDuel TV, its broadly distributed linear cable television network and FanDuel TV+, its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states, Canada, and Puerto Rico.

The company is based in New York with US offices in Los Angeles, Atlanta, and Jersey City, as well as global offices in Canada and Scotland. The company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia.

FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

PLAYER BENEFITS
We treat our team right

We offer amazing benefits above and beyond the basics. We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits. We offer generous paid time off (PTO & sick leave), annual bonus and long-term incentive opportunities (based on performance), 401k with up to a 5% match, commuter benefits, pet insurance, and more - check out all our benefits here: FanDuel Total Rewards. *Benefits differ across location, role, and level.

FanDuel is an equal opportunities employer and we believe, as one of our principles states, “We are One Team!”. As such, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included.

FanDuel is committed to providing reasonable accommodations for qualified individuals with disabilities. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please email [email protected].

The applicable salary range for this position is $134,000 - $167,000 USD, which is dependent on a variety of factors including relevant experience, location, 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 personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

#LI-Hybrid

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Technology

Engineering, IT, Cybersecurity, Data, Cloud, AI

We’re the backbone and the turbo engine behind FanDuel’s rise—and we don’t just build software, we build the future. Step into our world and you’ll find a frontier-style playground where top-tier talent tackles complex challenges head-on.

From crafting innovative tech to scaling a platform that’s fast, secure, and rock-solid, we’re doing it all in one of the most regulated—and exciting—markets out there. Every day brings something new, and we wouldn’t have it any other way.

Corporate Strategy

business strategy, operations, automation

Think of us as FanDuel’s internal special ops team—part strategy, part execution, all impact. We partner with leadership to launch bold new initiatives, untangle complex cross-functional puzzles, and jump in wherever extra brainpower or fresh skills are needed.

Our secret weapon? We get to do all this in the world of sports and gaming—stuff we (and millions of fans) live and breathe every day. It’s work, but it sure doesn’t feel like it.

Risk & Trading

sports trading, innovation, Data science

We’re the brains behind the odds—the Risk & Trading team that keeps FanDuel sharp, smart, and always one step ahead. Using cutting-edge models and real-time insights, we price markets with precision and manage risk like pros, all while staying locked into the rules of every jurisdiction we play in.

But we don’t just crunch numbers—we shape strategy. Collaborating across the business, we help power bold moves and smooth experiences that keep our customers coming back for more. Bottom line: if it affects the odds, we’re all over it.

Product

Product Management, Design, Data, Research

We dream it, design it, and deliver it—we’re the team behind the experiences customers can’t get enough of. From deep-dive research to sleek app features and wow-worthy retail moments, we turn insights into action and ideas into magic.

Packed with talent—Product Managers, Designers, Researchers, Data Scientists, and Analysts—we’re a powerhouse squad that partners with Marketing, Engineering, and Commercial to launch what’s next and level up what’s now. If it delights our customers, we’re all over it.

People

Human resources, Talent Acquisition, Early Careers, Talent Development, Inclusion, Compensation

We’re not your typical HR team—we’re the FanDuel People Team, and we bring the vibes. Sure, we handle the essentials like hiring, growth, pay, perks, and inclusion—but that’s just our warm-up act. We’re the crew behind the career-launching programs, can’t-miss events, and culture that keeps FanDuel buzzing.

From day one to day “let’s level up,” we’ve got your back—making sure your experience here is nothing short of legendary. Unparalleled? Check. Unrivaled? Always. Unforgettable? You better believe it.

External Affairs & Partnerships

Communications, Events, Government Affairs, Responsible Gaming

We’re the market-makers, bridge-builders, and big-picture thinkers. The Partnerships & External Affairs team is all about expanding FanDuel’s world—smartly, sustainably, and with serious swagger. From navigating the halls of government to shaping public perception, we run point on the programs that protect and grow our playing field.

We’re also in the business of bold connections—teaming up with partners and stakeholders to spot the next big opportunity and turn it into game-changing growth. If it helps FanDuel stretch, scale, and shine, we’re already on it.

Marketing

Strategy, Creative, Production, Media

If it grabs attention, sparks emotion, or makes fans say “wow”—that’s us. From bold brand moves to scroll-stopping content, performance magic to product promos, we bring FanDuel to life through storytelling that hits hard and sticks. You’ll spot our work everywhere—on your feed, during the big game, and lighting up the jumbotron at your favorite stadium.

We don’t just show up—we show off. Because making every moment more means putting ourselves out there. And let’s be real… we crush it.

Legal & Compliance

Legal, Compliance, Risk

We’re the powerhouse team behind the rules, the relationships, and the rocket fuel for FanDuel’s growth. From legal advice to lobbying, compliance to cutting-edge partnerships—we cover it all. Our crew of sharp attorneys, savvy policy pros, eagle-eyed analysts, and deal-makers brings serious expertise and even bigger energy.

In a world full of regulations, we keep FanDuel ahead of the game—building smart, sustainable strategies that unlock growth while playing by (and sometimes helping shape) the rules. Whether it’s gaming, sports, media, or tech, we know how to partner up and power forward.

Finance & Facilities

Accounting, Finance, Procurement, Workspace

Our Finance team is where strategy meets spark. We don’t just crunch numbers—we power big ideas. With sharp analysis, smart planning, and a healthy respect for risk, we fine-tune business operations to fuel what’s next. Growth? We’re already forecasting it.

Meanwhile, our Facilities team keeps FanDuel running in style. From scouting new spaces to building out sleek, modern offices, we create safe, top-tier environments that match our ambition. As a global crew, we make sure every location—whether home base or a pit stop—is a winning experience for employees on the move.

Customer Ops

Customer Support, CX, VIP, Payments & Fraud

We’re the front line, the fixers, and the fan advocates—all rolled into one. Around the clock, we’ve got our fans’ backs—answering questions, solving problems, and turning feedback into fuel for better products. We keep the play going and the good vibes flowing, while making sure our insights shape smarter marketing and sharper product experiences. In a fast-moving industry, we’re here to simplify, streamline, and smooth out the bumps—so fans can spend less time stuck and more time doing what they love: playing.

Commercial

Retail, Operations, Sportsbook

We’re the engine room that keeps FanDuel firing on all cylinders. Our mission? Make sure every project, plan, and play are driving toward a shared goal: serving our customers and hitting the business bullseye. We’re the glue behind the scenes—running fantasy contests, tracking performance, and sniffing out new opportunities like pros. With deep sports and casino know-how, a sharp eye for process upgrades, and commercial instincts to match, we balance today’s wins with tomorrow’s big plays. All while keeping the customer at the heart of the game.

Broadcast

FanDuel TV

Here, TV isn’t just TV—it’s our 24/7 hype machine. We call it “Transactional TV,” and it’s our secret sauce. Sure, horse racing is the star of the show, but we’re always sneaking in shoutouts to our other verticals during live, nationally aired broadcasts. We mix the thrill of the race with smart promos, playful retention tactics, and ways to help our fans win bigger and better. The result? We’re not just in the race—we’re leading the pack in betting.