Manager, Customer Experience

Fanatics Betting & Gaming•Jersey City, NJ

3h•Hybrid

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 the responsibility of 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. You will work to identify departmental needs and provide input on operational and product opportunities. Lastly, you will leverage your skills and experience to participate in cross-functional initiatives and play a critical part in sharing customer feedback with our frontline, product, and engineering functions to work toward solutions that improve the customer experience.

Requirements

8+ years' experience in operations
Authentic people leader who invests in nurturing potential, as well as proven talent. Conscious and supportive of diversity & inclusion, and the value they bring to customers, business, and the team.
Demonstrable track record of effective leadership of large, and culturally diverse teams in a fast-paced, technology-driven environment
An entrepreneurial spirit and are excited by the challenges that come along with building a disruptive and dynamic business
Exceptional communication skills both written and verbal. Ability to articulate business performance, key strategies, and regular updates into Microsoft applications (Word, Excel, and Outlook) that tell a powerful story.
Rigorous attention to detail and highly organized, but able to operate with ease at all levels (from strategy to execution).
Deep empathy for customer experience – always analyzing and assessing from the customers’ viewpoint.
Collaborative, while firm on goals and driving the extended team toward actions (and deadlines) to achieve them.
Strong analytical skills looking broadly across the organization, with the ability to summarize large amounts of data from various inputs.
Strategic thinker with proven ability to operationalize the strategy. Strong problem-solving skills
Clear and optimistic vision for what can be. Proven ability to execute with urgency and pragmatism in the current environment.
High curiosity – proactively seeking to learn more and ‘connect the dots’ for better solutions. Affinity toward technology as a customer experience enabler
Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience

Nice To Haves

Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems, and reports preferred
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

Responsibilities

Responsible for managing Customer Experience Team Leads
Spearhead sharing user insights and trends to all areas of the business including product, marketing, and operations.
Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals.
Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing customer base.
Establish and update support policies and procedures to meet the needs of staff, customers, and the business.
Recruit, interview, and hire new customer experience leads and agents.
Train managers on standard policies and procedures while coaching them to think creatively and passionately about ways in which we can make every customer interaction meaningful.
Develop and coach leads on analytics requirements, escalation procedures, and coaching best practices.
Determine the customer experience team needs based on key metrics and performance indicators.
Quarterback critical site issues and escalate to the proper channels to ensure a timely resolution.
Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards.
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.
Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team building activities.