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Salary: USD 107,000 - 130,000 / annual
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, ensuring customers remain satisfied throughout their experience with the platform.
In this role, you will be a strategic leader responsible for translating customer data and operational insights into actionable recommendations and cross-functional initiatives. You will identify departmental needs, shape operational and product opportunities, and drive improvements across frontline, product, and engineering teams.
Key responsibilities include:
- Managing and developing Customer Experience Team Leads, fostering accountability and continuous improvement
- Synthesizing user insights and trends into clear recommendations that influence product, marketing, and operational strategy
- Partnering with cross-functional teams to diagnose customer journey gaps and drive execution against strategic roadmaps
- Driving rapid issue resolution while identifying systemic improvements to reduce customer friction
- Establishing and evolving support policies and procedures
- Recruiting, interviewing, and hiring Customer Experience leads and agents
- Training managers on policies and procedures while coaching creative and strategic thinking
- Developing analytics requirements, escalation procedures, and coaching best practices
- Translating key metrics and performance data into resourcing strategies and process improvements
- Analyzing performance data to uncover root causes, identify trends, and recommend scalable solutions
- Using data-driven storytelling to influence senior stakeholders
- Ensuring compliance with internal and external guidelines and regulations
- Partnering with business leaders on key initiatives and succession planning
- Occasional travel to FBG offices and other locations for conferences and team activities
Fanatics is a leading global digital sports platform with over 22,000 employees, serving over 100 million global sports fans. The company operates across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, with approximately 900 sports properties as partners and 2,500+ athletes and celebrities.
Requirements:
- 5+ years of experience in operations, customer experience, strategy, or business operations roles
- Experience in consulting, strategy, business operations, or similar roles requiring translation of data into business recommendations (highly valued)
- Demonstrated ability to lead large, diverse teams in fast-paced, technology-driven environments
- Strong analytical and problem-structuring skills with ability to break down ambiguous problems
- Strategic thinker with structured problem-solving approach and proven ability to translate insights into executable cross-functional initiatives
- Comfortable working in ambiguity and influencing without direct authority across multiple stakeholders
- Exceptional communication skills with ability to synthesize insights and present compelling recommendations to leadership
- Experience building, scaling, or optimizing operational teams in high-growth environments (preferred)
- Entrepreneurial mindset with passion for building and improving processes
- Deep empathy for customer experience with customer-first decision-making lens
- Highly organized with strong attention to detail, able to operate from strategy through execution
- Collaborative leadership style with ability to drive teams toward outcomes and deadlines
- High curiosity and proactive approach to learning and identifying improvement opportunities
- Affinity for leveraging technology as a driver of customer experience improvements
- Knowledge of online gaming, sportsbook, payments, or fraud systems (plus)
- Bachelor's degree or equivalent experience required; advanced degree a plus
- Must be able to obtain and maintain any required gaming licenses as mandated by state regulatory bodies
