Customer Transformation Senior Manager
About The Position
FanDuel is seeking a Customer Transformation Senior Manager to drive innovation in Sportsbook rewards and customer experiences. The role is part of the Transformation team and works across departments including Promotions, Brand, Commercial, Data Science, Product, and MarTech to develop and launch revenue-driving initiatives. The position involves building and scaling new ideas, evaluating their commercial potential, and translating successful pilots into repeatable programs. The role may also include other duties assigned by the Company to support operational flexibility and changing business needs.
Requirements
- 6–8 years of experience in an innovation, transformation, or strategy capacity.
- 2+ years of experience managing or mentoring people.
- Strong organizational skills and effective project management capabilities.
- Strong understanding of performance metrics and reporting.
- Comfort with querying and logic.
Nice To Haves
- Management consulting experience.
- Experience with rewards or loyalty ecosystems.
- Experience driving and leading complex innovation initiatives.
- SQL knowledge.
- Bachelor’s degree or equivalent industry experience.
- MBA or another graduate degree.
- Avid interest in sports and gaming, and experience playing FanDuel or competing products.
- Knowledge of sports or experience working in a heavily regulated industry.
Responsibilities
- Manage and develop 1–2 direct reports and build an innovation capability for Sportsbook initiatives.
- Identify and bring new Sportsbook rewards, loyalty, and customer experience initiatives from concept to launch, then scale successful initiatives into the core business.
- Drive commercial strategy and build business cases by sizing opportunities, working with analysts to model expected impact, and prioritizing the roadmap based on effort and return.
- Structure ambiguous problems into scoped workstreams by defining requirements, sequencing milestones, and maintaining feedback loops with stakeholders.
- Partner with Product, Data Science, Promotions, Brand, Commercial, and MarTech to launch programs, align roadmaps, and resolve dependencies.
- Lead the design and execution of test plans and ensure results are measured, shared, and acted upon.
- Maintain documentation and playbooks so successful pilots can be handed off and repeated across the organization.
- Define success metrics and report initiative performance to senior leadership with recommendations to scale, iterate, or sunset initiatives.
- Maintain a prioritized innovation pipeline by tracking competitor launches, emerging technology, and adjacent industries.
- Develop expertise in FanDuel’s business, competitive positioning, and sports wagering landscape and provide actionable recommendations to senior stakeholders.
- Help recruit and identify talent and create an environment that supports direct reports’ learning and growth.
- Perform other duties as assigned by the Company.
Benefits
- Health plans, including options as low as $0 per paycheck.
- Fertility and family-planning programs.
- Mental health support.
- Fitness benefits.
- Paid time off and sick leave.
- Annual bonus and long-term incentive opportunities based on performance.
- 401(k) with up to a 5% match.
- Commuter benefits.
- Pet insurance.
- Medical, vision, and dental insurance.
- Life insurance.
- Disability insurance.
- Cash bonuses and stock program participation may be available as incentive compensation.
- 14 paid company holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
