Role Overview:
We are seeking an experienced and detail-oriented Senior Manager, Casino Operations to join our team and play a key role in ensuring the smooth, efficient, and secure operation of our online casino. This individual will be the primary liaison with Customer Support, manage key operational processes such as RTP monitoring, anomaly detection, fraud prevention, and bonus abuse, and oversee the placement and optimization of casino content on our platform. Additionally, this role will support the growth and development of our Manila-based support team, ensuring they meet operational standards.

Key Responsibilities:

Customer Support Liaison: Serve as the primary point of contact for the Customer Support team, ensuring seamless communication and support for casino-related inquiries, issues, and feedback. Focus on accelerating responses for VIP escalations, ensuring high-touch service for top-tier players, while also driving improvements in the overall support process for the general player base. Ensure customer support processes align with broader operational goals.
Operational Process Development: Build and refine processes for RTP monitoring, fraud detection, anomaly tracking, and bonus abuse prevention, ensuring that these systems run effectively to maintain a fair and safe player experience.
Content Management: Oversee the operational management of casino games content, ensuring seamless execution of game updates, placements, and promotions. This role will take full ownership of managing the process and execution of portal management. Collaborate closely with the marketing and product teams to align content with promotional strategies and player engagement goals.
Payments & Fraud Oversight: Improve the player experience by working closely with the Fraud and Payments teams to identify and address pain points in transaction flows, fraud prevention, and risk management. Advocate for process improvements that enhance seamless, secure transactions while minimizing friction for legitimate players.
Manila Hub Support: Play a key role in the growth and development of our Manila-based support team, providing guidance and ensuring they meet the high standards expected in supporting our casino operations.
Cross-Functional Collaboration: Act as a central figure across various functions, including payments, fraud, customer support, and content management. Ensure processes are executed efficiently and deliver the desired outcomes.
Quality Assurance: Ensure all operational processes and functions are performed to the highest caliber, meeting regulatory requirements and company standards. Provide continuous feedback and support to improve operational efficiency.

Required Skills and Qualifications:

5+ years of experience in online gaming operations, with a focus on casino-related operational processes.
Proven experience in managing and optimizing processes to respond to anomalies highlighted in our RTP monitoring, fraud detection, anomaly detection, and bonus abuse prevention.
Strong organizational skills with the ability to manage multiple projects and functions simultaneously.
Exceptional communication and collaboration skills, with a proven track record of working effectively across multiple teams and departments.
Experience in managing or supporting teams in different geographic locations, with specific experience working with offshore teams (e.g., Manila hub) being a strong advantage.
Strong analytical skills with experience using data to drive decisions related to fraud, payments, and customer engagement.

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 Holdings Inc., a global digital sports platform. The Fanatics Sportsbook is available to nearly 93% of the addressable online sports bettor market in the U.S. in the following states: Arizona, Colorado, Connecticut, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Vermont, Virginia, West Virginia and Wyoming. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates nineteen retail locations including retail sportsbooks outside of Progressive Field and Nationwide Arena and the only sportsbook inside an NFL stadium at Commanders Field. Fanatics Betting and Gaming is headquartered in New York with offices in Denver and Dublin, Ireland.

The base salary range for this role is $150,000 per year - $180,000 per year, depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming annual bonus program and an equity award. *Salary range is listed in USD; ranges will change based on country of residence In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like Pet Insurance, Family Care Benefits, Free Shipt deliveries, and more. We’ll also give you $500 to set up your home office! For information about our benefits, please visit https://benefitsatfanatics.com/