Igaming Customer Support Jobs (NOW HIRING)

The Senior Director of VIP iGaming will lead the strategic development and execution of VIP programs across our iGaming platforms. This role is responsible for driving player engagement, retention, and lifetime value through personalized high-touch service, and data-driven decision-making. They will oversee the daily performance of the Digital iGaming Executive Host Team. The ideal candidate is a seasoned leader with deep knowledge of the iGaming industry, a passion for customer excellence, and a proven track record of managing multiple teams and systems.

Key Relationships: External Vendors, Property Marketing and Operations Teams, iGaming Product Team, iGaming Marketing Team, Payments, Risk and Compliance, Customer Service, Digital Sports VIP

At Caesars Digital, We Don't Just Play the Game - We Set the Standard.

As a proud part of Caesars Entertainment, the world's premier gaming company with more than 80 years of sports betting leadership, Caesars Digital is Blazing The Trail in digital innovation, customer experience and industry excellence.

We believe every Team Member should be treated like royalty because We Are All Caesars. This guiding principle fuels our commitment to delivering legendary service and creating unforgettable experiences for our customers.

From cutting-edge digital platforms including Caesars Sportsbook, Caesars Palace Online, Horseshoe Online Casino and Caesars Racebook, to the continuing expansion of our retail footprint and our William Hill legacy, along with powerhouse partnerships across sports and entertainment, we're building something extraordinary. And we want you to be part of it.

Ready to make your mark on the Empire?

Explore our open roles and discover how you can help shape the future of gaming.

Join us. Blaze the Trail. Because at Caesars Digital, We Are All Caesars.

• 5+ years of experience in iGaming, with at least 3 years in a Director level role.
• Proven success in managing high-value customer segments and delivering measurable business impact.
• Strong leadership skills with experience managing distributed teams across multiple time zones.
• Deep understanding of iGaming platforms, player behavior, and regulatory environments.
• Exceptional communication, negotiation, and stakeholder management abilities.
• Proficiency in sales platforms, data tools and player analytics.

ADDITIONAL REQUIREMENTS

• Experience in regulated U.S. & Canadian markets.
• Familiarity with loyalty program design, gamification mechanics, and experiential marketing.

The salary range for this position is $120,000.00 - $175,000.00 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. This role includes paid Flexible Time Off and paid company holidays.

• Oversee the commercial performance of the Digital iGaming Executive Host Team.
• Design and evolve the VIP Strategy across multiple jurisdictions, platforms and player segments.
• Working with analytics to refine player segmentation models using behavioral, transactional, and predicative analysis.
• Lead the creation of bespoke engagement journeys, loyalty frameworks, and experiential campaigns for top-tier players.
• Scale and optimize a high-performing VIP operations team, including Executive Hosts, In-State Host Specialists, and Inside Sales.
• Define and monitor KPIs across service delivery, player satisfaction, retention, and revenue contribution.
• Implement robust SOPs and escalation protocols to ensure seamless service and issue resolution.
• Own the end-to end VIP player experience, including onboarding, personalization, rewards, and retention.
• Oversee the development of exclusive events, promotions, and experience - both digital and in-person.
• Leverage sales and support tools Salesforce, Power BI, and Tableau to deliver relevant and personalized communication to right the customer.
• Partner with Product and Tech teams to influence roadmap decisions that enhance VIP functionality and UX.
• Collaborate with Marketing and Brand teams to ensure VIP message aligns with broader brand strategy.
• Work with Compliance, Payments, and Responsible Gaming teams to ensure all VIP practices meet regulatory standards.
• Utilize analytical reporting to identify trends, forecast player value, and optimize program ROI.
• Conduct regular performance reviews and present strategic insights to executive leadership.
• Drive continuous improvement through A/B testing, player feedback loops, and competitive benchmarking.
• Identify new market opportunities and expansion strategies for VIP acquisition and engagement.
• Stay ahead of industry trends, competitor offerings, and evolving player expectations.