Manager, Customer Experience

Fanatics Betting & Gaming•Denver, CO

About The Position

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 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. This role requires a highly analytical, consultative leader who can translate customer data and operational insights into strategic recommendations and cross-functional action plans. You will identify departmental needs and help shape operational and product opportunities. Lastly, you will leverage your skills and experience to participate in cross-functional initiatives and play a critical role in translating customer feedback into actionable solutions across frontline, product, and engineering teams.

Requirements

8+ years of experience in operations, customer experience, strategy, or business operations roles
Experience in consulting, strategy, business operations, or similar roles that required translating data into business recommendations is highly valued
Demonstrated ability to lead large, diverse teams in a fast-paced, technology-driven environment
Strong analytical and problem-structuring skills, with the ability to break down ambiguous problems and develop actionable solutions from complex datasets
Strategic thinker with a structured approach to problem solving and a proven ability to translate insights into executable, cross-functional initiatives
Comfortable working in ambiguity and influencing without direct authority across multiple stakeholders
Exceptional communication skills, with the ability to synthesize insights and present clear, compelling recommendations to leadership
Experience building, scaling, or optimizing operational teams in a high-growth environment preferred
Entrepreneurial mindset with a passion for building and improving processes in a dynamic business
Deep empathy for the customer experience, consistently evaluating decisions through a customer-first lens
Highly organized with strong attention to detail, while able to operate effectively from strategy through execution
Collaborative leadership style with the ability to drive teams toward outcomes and deadlines
High curiosity and a proactive approach to learning, connecting insights, and identifying opportunities for improvement
Affinity for leveraging technology as a driver of customer experience improvements
Knowledge of online gaming, sportsbook, payments, or fraud systems is a plus
Bachelor’s degree or equivalent experience required; advanced degree a plus

Nice To Haves

Experience in consulting, strategy, business operations, or similar roles that required translating data into business recommendations is highly valued
Experience building, scaling, or optimizing operational teams in a high-growth environment preferred
Knowledge of online gaming, sportsbook, payments, or fraud systems is a plus
advanced degree a plus

Responsibilities

Manage and develop Customer Experience Team Leads, fostering a culture of accountability, continuous improvement, and customer-centric thinking
Synthesize user insights and trends into clear, actionable recommendations that influence product, marketing, and operational strategy
Partner with cross-functional teams to diagnose customer journey gaps, prioritize opportunities, and drive execution against a strategic roadmap
Drive a culture of rapid issue resolution while identifying systemic improvements to reduce future customer friction
Establish and evolve support policies and procedures to meet the needs of staff, customers, and the business
Recruit, interview, and hire Customer Experience leads and agents
Train managers on standard policies and procedures while coaching them to think creatively and strategically about improving customer interactions
Develop and coach leads on analytics requirements, escalation procedures, and coaching best practices
Translate key metrics and performance data into resourcing strategies, process improvements, and experience enhancements
Quarterback critical site issues and escalate to the appropriate channels to ensure timely resolution
Analyze performance data to uncover root causes, identify trends, and recommend scalable solutions that improve efficiency and customer satisfaction
Use data-driven storytelling to influence senior stakeholders and drive alignment on customer experience priorities
Ensure the team follows all internal and external guidelines and regulations
Partner with business leaders to deliver key initiatives, support employee development, and build succession plans within the organization
Travel occasionally to Fanatics Betting & Gaming offices and other locations for conferences, events, and team activities