Manager, Customer Experience

About Us

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.

About The Team

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.

Overview

As a Manager, Customer Experience at Fanatics Betting & Gaming (FBG), you will help lead the sportsbook & casino customer experience function. A critical element of this role is the responsibility of ensuring that FBG customers remain satisfied throughout their experience. In this role, you’ll be a leader within the customer experience team, managing a team of Customer Experience Team Leads, Operations Specialists, and Customer Experience Agents. 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. You will work to identify departmental needs and provide input on operational and product opportunities. Lastly, you will leverage your skills and experience to participate in cross-functional initiatives and play a critical part in sharing customer feedback with our frontline, product, and engineering functions to work toward solutions that improve the customer experience.

This is a hybrid role based out of the Jersey City or Denver office.

Responsibilities

• Responsible for managing Customer Experience Team Leads
• Spearhead sharing user insights and trends to all areas of the business including product, marketing, and operations.
• Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals.
• Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing customer base.
• Establish and update support policies and procedures to meet the needs of staff, customers, and the business.
• Recruit, interview, and hire new customer experience leads and agents.
• Train managers on standard policies and procedures while coaching them to think creatively and passionately about ways in which we can make every customer interaction meaningful.
• Develop and coach leads on analytics requirements, escalation procedures, and coaching best practices.
• Determine the customer experience team needs based on key metrics and performance indicators.
• Quarterback critical site issues and escalate to the proper channels to ensure a timely resolution.
• Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards.
• Ensure the team follows all internal and external guidelines and regulations.
• Work with various business leaders to accomplish key business initiatives to ensure employee development and establish succession planning within reporting lines.
• Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team building activities.
  
  

Qualifications

• 8 years' experience in operations
• Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems, and reports preferred
• 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.
• Experience running a market-leading operations team within the online arena preferred
• Demonstrable track record of effective leadership of large, and culturally diverse teams in a fast-paced, technology-driven environment
• Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems, and reports preferred
• An entrepreneurial spirit and are excited by the challenges that come along with building a disruptive and dynamic business
• Exceptional communication skills both written and verbal. Ability to articulate business performance, key strategies, and regular updates into Microsoft applications (Word, Excel, and Outlook) that tell a powerful story.
• Rigorous attention to detail and highly organized, but able to operate with ease at all levels (from strategy to execution).
• Deep empathy for customer experience – always analyzing and assessing from the customers’ viewpoint.
• Collaborative, while firm on goals and driving the extended team toward actions (and deadlines) to achieve them.
• Strong analytical skills looking broadly across the organization, with the ability to summarize large amounts of data from various inputs.
• Strategic thinker with proven ability to operationalize the strategy. Strong problem-solving skills
• Clear and optimistic vision for what can be. Proven ability to execute with urgency and pragmatism in the current environment.
• High curiosity – proactively seeking to learn more and ‘connect the dots’ for better solutions. Affinity toward technology as a customer experience enabler
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
• Experience in online Poker, online Casino, online Sportsbook, and all platform variants preferred
• Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience
  
  

Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.

For information about our benefits, please visit https://benefitsatfanatics.com/

Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The 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/

Salary Range

$95,000 - $130,000 USD

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