Senior Manager, CX Learning

Fanatics Inc•New York, NY

51d

About The Position

As the Senior Manager, CX Learning at Fanatics Betting & Gaming (FBG), you will own the strategy, design, and delivery of learning experiences for our Customer Experience (CX) organization, including new agent onboarding and continuous learning. You will manage a team of Learning & Development Specialists to deliver high-quality, scalable learning programs that help agents feel confident, capable, and connected from day one - and continue to grow in their roles over time. In this role, you'll partner directly with CX leadership, Talent Acquisition, Workforce Management, and cross-functional stakeholders. You'll set the vision and strategy for CX learning, ensure onboarding and continuous learning initiatives are aligned with business needs, and deliver measurable impact on agent readiness, performance, and retention. This is a hands-on leadership role: equal parts strategist, people leader, program manager, and facilitation expert. If you possess some of these skills but not all of them, we still encourage you to apply!

Requirements

7+ years of experience in Learning & Development, instructional design, or talent enablement, with at least 2 years in people management
Proven ability to set learning strategy and deliver measurable impact in a high-growth environment
Experience designing and delivering learning for customer service agents and/or large customer-facing organizations
Strong facilitation and presentation skills; comfortable leading sessions for frontline employees and senior leaders alike
Experience managing and developing a team of L+D professionals
Expertise in curriculum design, adult learning principles, and blended learning delivery
Strong project management skills; ability to manage multiple programs simultaneously
Comfort with learning platforms (LMS/LXP), authoring tools, and collaboration technologies
Ability to build strong stakeholder relationships up to the director/VP level
Open to regular travel to events and other Fanatics offices for various offsite and team meetings (~quarterly)
Thrives in an entrepreneurial, hyper growth environment where priorities evolve regularly and decisions are made quickly

Nice To Haves

Understanding of sports betting operations, licensing, or regulatory training needs.
Experience supporting global or multi-site onboarding programs
Familiarity with compliance-driven training requirements

Responsibilities

Define and own the learning strategy for customer service onboarding and continuous development.
Manage and develop a team of L&D Specialists, setting priorities, coaching growth, and ensuring consistent program quality.
Partner with senior CX leadership to align programs with business priorities and evolving needs.
Oversee the design, delivery, and refresh of onboarding programs and continuous learning initiatives for customer service agents.
Ensure content is accurate, engaging, and scalable across multiple cohorts and sites.
Facilitate high-impact sessions and support your team in building both live and digital learning solutions.
Track program effectiveness through key metrics like time-to-productivity, retention, and satisfaction.
Report insights and recommendations to executive stakeholders.
Continuously improve learning experiences by incorporating feedback, data, and industry best practices.