Manager, Customer Experience

Company Overview

Fanatics Betting and Gaming (FBG) is searching for a Manager of Customer Experience to lead the Sportsbook/iCasino 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 leading the customer experience team, training new customer service advocates to provide the highest standards of customer experience, and ensuring that all company policies and processes are followed. Additional tasks include handling escalated customer inquiries, identifying and attending to departmental needs, and providing input on business and product issues. Last, highly qualified candidates will be able to leverage their skills and experience to participate in cross-functional initiatives and play a critical part in sharing customers feedback with our frontline, product, and engineering functions to work toward solutions to improve the customer experience. 

Responsibilities:

• Responsible for Managing Customer Experience Advocates.
• Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing community of Fanatics Fans.
• Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards
• Establish and update support policies and procedures to meet the needs of staff, customers, and the business
• Recruit, interview, and hire new customer experience advocates
• Determine the customer experience team needs based on key metrics and performance indicators
• Spearhead sharing user insights and trends to all areas of the business including product, marketing, and operations
• Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution
• Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals.
• 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 

Qualifications:

• 5+ years experience in call center operations 
• Experience running a market-leading operations team within the online arena preferred 
• Experience in online Poker, online Casino, online Sportsbook, and all platform variants preferred 
• Experience with Salesforce CRM, including basic configuration and user support 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

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.