Manager, Customer Experience

About Us

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

About the Team

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.

Overview

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.

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

Qualifications

5+ 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 recom…