CRM Operations Senior Manager
About The Position
FanDuel is looking for a CRM Operations Senior Manager to own and evolve the operational strategy and execution of CRM across Sportsbook (SBK) and Predicts (PRE) products. This role sits at the intersection of marketing strategy, systems, and execution—ensuring CRM operations scale with the business while maintaining speed, quality, and customer impact. This role oversees a team responsible for high-volume, high-visibility customer communications that directly influence engagement and revenue. The Senior Manager will drive operational excellence across intake, prioritization, QA, execution workflows, and reporting, while serving as a key partner to Product, CMP, Engineering, Analytics, Marketing Operations, and Marketing stakeholders. As FanDuel continues to scale, this role requires deep expertise across the CRM technology stack, strong systems thinking, and the ability to lead teams through operational change. Success in this role depends on building scalable processes, defining best practices, influencing cross-functional partners, and enabling teams through systems and structure rather than direct execution. In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.
Requirements
- 4–6+ years of experience in CRM, lifecycle, or marketing operations, with demonstrated ownership of complex, large-scale programs
- 3+ years of people management experience, including managing managers and/or senior ICs
- Proven experience leading cross-functional initiatives involving systems, tooling, or operational transformation
- Deep expertise in CRM platforms and marketing technology stacks (Movable Ink strongly preferred)
- Strong understanding of CRM execution across email, push, in-app and emerging channels
- Demonstrated ability to design scalable processes, drive automation, and improve operational efficiency
- Advanced analytical skills with the ability to translate data into operational and strategic insights
- Strong executive communication and presentation skills, with experience influencing senior stakeholders
- Highly organized, detail-oriented, and comfortable operating in a fast-paced, high-growth environment
- Experience supporting platform migrations or major tooling implementations (XP experience a plus)
- Bachelor’s degree preferred
Nice To Haves
- Movable Ink strongly preferred
- XP experience a plus
Responsibilities
- Own CRM Operations strategy and operating model across Sports CRM Ops, ensuring alignment with business priorities, product roadmaps, and marketing strategy
- Lead solution design and innovation within CRM Ops, identifying opportunities to improve efficiency, scalability, quality, and speed across workflows and tooling
- Serve as the primary operational partner for cross-functional teams including Product, CMP, Engineering, Analytics, MarOps, and Marketing, influencing ways of working and execution standards
- Own and drive complex, cross-functional initiatives, including CRM systems migration, tooling evolution, and operational maturity programs
- Define and implement best practices for intake, prioritization, execution, QA, deployment, and reporting across all CRM channels
- Guide teams through operational change by establishing scalable processes, automation opportunities, and clear execution frameworks
- Enable teams through structure and systems rather than direct execution, ensuring consistent, high-quality output at scale
- Oversee and evolve the CRM Operations campaign calendar, balancing speed to market, business impact, and operational capacity
- Establish and maintain strong QA standards to ensure accuracy, compliance, and best-in-class customer experiences
- Partner with Analytics to define success metrics, reporting frameworks, and insights that inform strategic decision-making
- Present operational strategy, performance insights, risks, and recommendations to senior leadership during QBRs, Run of Shows, and executive forums
- Lead, coach, and develop a team of CRM Operations managers and ICs, fostering strong technical expertise, ownership, and career growth
- Act as a senior subject matter expert across CRM systems, data, and execution, proactively identifying risks and proposing solutions
Benefits
- health plans to choose from (some as low as $0 per paycheck)
- programs for fertility and family planning
- mental health support
- fitness benefits
- generous paid time off (PTO & sick leave)
- annual bonus
- long-term incentive opportunities (based on performance)
- 401k with up to a 5% match
- commuter benefits
- pet insurance
- medical, vision, and dental insurance
- life insurance
- disability insurance
- a 401(k) matching program
- short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation
- paid personal time off
- 14 paid company holidays
- paid sick time in accordance with all applicable state and federal laws
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What This Job Offers
Job Type
Full-time
Career Level
Senior
