Automations and Insights Vice President

FanDuel • Atlanta, GA

174d • $202,000 - $296,000

About The Position

FanDuel Group is looking for a strategic and customer-obsessed Vice President, Automation & Insights to lead transformative work across customer support innovation, CRM infrastructure, and the Voice of Customer (VOC) practice. This critical role will champion FanDuel’s foundational belief that 'Everything begins with the customer' by ensuring our systems, tools, and insights are built to support frictionless experiences, proactive service, and data-informed decisions across the business. This role leads cross-functional efforts to centralize and activate customer insights—fueling better decision-making in Customer Support, Payments & Fraud, VIP Services, Social Media Response, and Marketing. You will guide the strategic use of CRM platforms, VOC tooling, and AI-driven automation to improve operational efficiency, customer satisfaction, and internal alignment. As the executive owner of both the CRM technology ecosystem and VOC function, you’ll bring deep expertise across the Salesforce suite—including Data Cloud, Agentforce, Service Cloud, Einstein AI, and Messaging—to build seamless, intelligent, and scalable systems that enhance how we hear from and serve our customers.

Requirements

• Bachelor’s degree required; Master's degree in Business, Technology, or related field preferred.
• 10+ years of experience in customer experience, support innovation, CRM platform strategy, or a related discipline.
• Proven experience leading a team of technical professionals and business analysts in a fast-paced delivery environment.
• Experience with AI and AI-enabling data integration technologies and concepts (RAG, CAG, KAG, vector databases, knowledge bases, etc.).
• Familiarity with Databricks or other cloud-based data lake platforms (Snowflake, Big Query, Redshift, etc.).
• Strong understanding of data management concepts within and outside of CRM (Salesforce Data cloud) including integration, transformation and data governance.
• 5+ years in senior leadership with direct ownership of customer-facing tooling and VOC insights.
• Deep experience with the Salesforce ecosystem, including Data Cloud, AgentForce, Einstein AI, Service Cloud, and Messaging products.
• Demonstrated success scaling support systems, enabling fraud/payment workflows, or improving tooling for high-touch customer segments like VIP.
• Proven ability to build and operationalize robust VOC programs that drive organizational influence and action.
• Strong analytical and systems thinking with the ability to design scalable architectures and measurable impact.
• Exceptional leadership and communication skills; ability to influence senior stakeholders and drive change across diverse teams.
• Passionate advocate for customer experience, continuous improvement, and innovation.

Responsibilities

• Lead FanDuel’s Voice of Customer (VOC) program, developing a unified framework for capturing, analyzing, and sharing customer insights across the organization.
• Translate VOC insights into clear recommendations that influence roadmap prioritization across Product, Support, Fraud/Payments, VIP Services, and Marketing.
• Create compelling storytelling that amplifies customer sentiment and ensures leaders have a real-time pulse on the voice of the fan.
• Drive innovation in customer support tooling and operations, with an emphasis on automation, AI-enabled routing, and agent efficiency.
• Own and evolve the Salesforce-based infrastructure (Agentforce, Service Cloud, Einstein, Messaging) used across our support, VIP, and social care teams.
• Deliver world-class experiences by simplifying internal workflows, reducing time to resolution, and increasing CSAT/NPS through tooling enhancements.
• Partner with Payments and Risk leadership to support tooling strategy that enables secure, real-time, and customer-friendly solutions to fraud and transaction issues.
• Enhance VIP agent tools and workflows to ensure FanDuel’s top-tier customers receive efficient, personalized, and high-touch service.
• Collaborate with Social Media Response teams to integrate scalable tooling and analytics that power rapid, consistent support across public platforms.
• Serve as the executive owner of our Salesforce CRM ecosystem, inclusive of Data Cloud, Agentforce, Service Cloud, Einstein, and cross-channel Messaging products.
• Partner with engineering, data, and product teams to ensure our CRM stack supports real-time personalization, proactive outreach, and deep customer understanding.
• Champion data governance, experimentation, and integration best practices across all customer-facing systems.
• Act as a force multiplier for teams across FanDuel—ensuring support, marketing, and product stakeholders can act confidently on customer insights.
• Build strong relationships with senior leaders to align customer-facing initiatives with operational and strategic goals.
• Facilitate prioritization of tooling and insight investments that have measurable customer and business impact.

Benefits

• Array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits.
• Generous paid time off (PTO & sick leave).
• Annual bonus and long-term incentive opportunities (based on performance).
• 401k with up to a 5% match.
• Commuter benefits.
• Pet insurance.
• Paid personal time off and 14 paid company holidays.
• Paid sick time in accordance with all applicable state and federal laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree