SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Fanatics Betting & Gaming (FBG) is seeking a Manager, Customer Experience to lead the sportsbook and casino customer experience function. You will manage a team of Customer Experience Team Leads, Operations Specialists, and Customer Experience Agents, fostering a culture of accountability, continuous improvement, and customer-centric thinking.
Key responsibilities include:
• Manage and develop direct reports, coaching them on analytics, escalation procedures, and best practices while fostering strategic thinking about customer interactions
• Synthesize user insights and operational data into actionable recommendations that influence product, marketing, and operational strategy
• Partner cross-functionally to diagnose customer journey gaps, prioritize opportunities, and drive execution against a strategic roadmap
• Drive rapid issue resolution while identifying systemic improvements to reduce customer friction
• Establish and evolve support policies and procedures to meet staff, customer, and business needs
• Recruit, interview, and hire Customer Experience leads and agents
• Translate key metrics and performance data into resourcing strategies, process improvements, and experience enhancements
• Quarterback critical site issues and escalate appropriately to ensure timely resolution
• Analyze performance data to uncover root causes, identify trends, and recommend scalable solutions
• Use data-driven storytelling to influence senior stakeholders and drive alignment on CX priorities
• Ensure compliance with internal and external guidelines and regulations
• Partner with business leaders to deliver key initiatives, support employee development, and build succession plans
• Occasional travel to FBG offices and other locations for conferences, events, and team activities
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 be instrumental in relentlessly enhancing the fan experience across Fanatics' sportsbook and casino platforms.
