Senior Product Manager, Internal Tools & Marketing Technology

Fanatics Betting & Gaming•New York, NY

2d•$117,000 - $194,000

About The Position

As a Senior Product Manager at Fanatics Betting & Gaming (FBG), you will build and scale platforms that connect customers to the right agent and the right message. You will own two related systems: the contact center platform that routes, skills, and queues customer contacts across support and VIP, and the marketing technology stack that moves customer events into and out of the XtremePush engagement platform for lifecycle, promotional, and transactional messaging. You will work closely with operations, CRM and lifecycle marketing, engineering, data, and compliance to turn operational and marketing needs into platform requirements, prioritize a shared roadmap, and deliver internal systems that shape customer-facing experiences. This includes supporting new product or state launches, changes in staffing models, and campaign journeys. The role calls for autonomous discovery, requirements development, and delivery, in alignment with senior product leadership and cross-functional partners.

Requirements

At least 5 years of product management experience, preferably in an agile, B2C digital product organization.
Experience owning end-to-end product features spanning back-office workflows, backend system requirements, data needs, and front-end functionality.
Comfort working with event schemas, APIs, and data pipelines, and partnering with engineering and data teams on technical requirements.
Excellent written and verbal communication skills, including the ability to articulate product decisions and tradeoffs.
Highly collaborative, with a track record of working across operations, marketing, analytics, design, and engineering.

Nice To Haves

Experience building products for internal or operational users, such as customer support, VIP, promotions, risk, compliance, or marketing operations teams.
Experience with Salesforce-based tools or CRM platforms.
Experience with AI-, automation-, or chatbot-related initiatives.

Responsibilities

Own the contact center routing, skilling, and queue configuration roadmap from operational requirements through build, launch, and iteration.
Lead product readiness for launches across support and marketing surfaces, including routing design, agent skilling, queue setup, event instrumentation, and messaging configuration.
Own the marketing technology integration layer, defining customer events sent to XtremePush, triggers and data returned from it, and schemas and contracts between platforms.
Partner with CRM and lifecycle marketing to translate campaign and journey needs into platform requirements, and with engineering and data teams to deliver reliable, low-latency event pipelines.
Ensure messaging and routing logic enforce Responsible Gaming and regulatory controls, including self-exclusion, cool-off, state eligibility, and contact preference suppression, in partnership with Compliance and Responsible Gaming.
Write clear user stories and product requirements for operations, marketing, and engineering stakeholders.
Identify gaps in back-end systems and operational workflows and translate them into scalable product solutions.
Use data, research, and operational insight to prioritize the roadmap and measure success against KPIs such as routing accuracy, handle time, event delivery latency, and campaign reach.
Partner with engineering on Salesforce-based workflows and other internal platforms that improve operational efficiency and accuracy.
Collaborate with chatbot and AI product owners where routing, escalation, and messaging intersect with automated support.
Develop a deep understanding of the FBG platform, operational processes, and the role internal platforms play.
Independently drive discovery, requirements, and delivery while aligning with senior product leadership and cross-functional partners.