Fanatics Betting & Gaming

Senior Manager, Customer Experience

Denver, CO, United States · Senior · Full-time

Sponsorship not specified$125k-$145kDetected 8 hours ago

Project ManagementStakeholder ManagementLeadershipCommunicationProblem SolvingMentoringOrganizational Skills

About the role

A critical element of this role is ensuring that FBG customers remain satisfied throughout their experience.
You will obsess over relentlessly enhancing the fan experience and ensure our customer experience team is equipped to provide the highest standard of customer care.
This role requires a strategic, consultative leader who is comfortable navigating ambiguity, using data to influence decision-making, and driving large-scale operational and customer experience improvements across the organization.

Responsibilities

Lead cross-functional initiatives focused on improving the customer journey, aligning stakeholders, prioritizing initiatives, and driving execution against strategic objectives
Recruit, interview, and hire new customer experience leads and agents
Develop and coach leads on analytics requirements, escalation procedures, and coaching best practices
Leverage key metrics and operational insights to identify business opportunities, optimize team performance, and inform resource planning decisions
Analyze performance trends and customer data to identify root causes, recommend scalable solutions, and drive continuous operational improvements
Drive project management and execution for complex, cross-functional customer experience initiatives across product, operations, and engineering teams
Partner with senior business leaders to drive strategic initiatives, improve organizational effectiveness, and support long-term team development and succession planning

Requirements

8+ years of experience across operations, customer experience, strategy, consulting, business operations, people management or related functions
Authentic people leader who invests in nurturing potential, as well as proven talent.
Demonstrable track record of effective leadership of large, culturally diverse teams in a fast-paced, technology-driven environment
Exceptional communication and stakeholder management skills, with the ability to influence decision-making and clearly communicate business performance, strategic priorities, and recommendations to leadership audiences
Strong analytical and structured problem-solving skills, with the ability to synthesize complex datasets into actionable business recommendations and operational strategies
Strategic thinker with strong project management and execution capabilities, including the ability to translate insights into scalable cross-functional initiatives
Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
Authentic people leader who invests in nurturing potential, as well as proven talent. Conscious and supportive of diversity & inclusion, and the value they bring to customers, business, and the team
Entrepreneurial mindset with excitement for the challenges that come with building a disruptive and dynamic business
Rigorous attention to detail and highly organized, while able to operate effectively from strategy through execution
Deep empathy for customer experience, consistently evaluating decisions from the customers' viewpoint
Collaborative leadership style with the ability to drive teams toward outcomes and deadlines across multiple functions
Clear and optimistic vision for what can be, paired with the ability to execute with urgency and pragmatism in a fast-paced environment
High curiosity with a proactive approach to learning, connecting insights, and identifying opportunities for improvement

Nice to have

Experience in online Poker, online Casino, online Sportsbook, and all iGaming platform variants preferred
Bachelor's/University degree or equivalent experience required
advanced degree and managerial experience preferred
Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems, and reports preferred
Experience running a market-leading operations team within the online arena preferred
Experience leading complex, cross-functional projects in fast-paced, high-growth environments preferred

Compensation

$125,000 - $145,000 USD

Benefits

For information about our benefits, please visit https://benefitsatfanatics.com/
In addition to the base and bonus, full-time employment, and more.

Company info

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, 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
Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.
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, 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.
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.
As a Senior Manager, Customer Experience at Fanatics Betting & Gaming, you will help lead the sportsbook & casino customer experience function.

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This listing is sourced directly from Fanatics Betting & Gaming's careers page and normalized into a canonical job model.