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Fanatics Betting & Gaming is seeking a Senior Manager of 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 journey on the platform.
In this strategic role, you'll be responsible for translating customer insights, operational trends, and performance data into actionable recommendations that influence product, marketing, and operational strategy. You will lead cross-functional initiatives focused on improving the customer journey, aligning stakeholders across product, engineering, and operations teams, and driving execution against strategic objectives.
Key responsibilities include:
- Managing an experienced team with diverse scope and coaching leads on analytics, escalation procedures, and best practices
- Establishing and evolving support policies and procedures to meet the needs of staff, customers, and the business
- Recruiting, interviewing, and hiring new customer experience leads and agents
- Ensuring rapid issue resolution and exceptional customer service delivery to a growing customer base
- Leveraging key metrics and operational insights to identify business opportunities and optimize team performance
- Analyzing performance trends and customer data to identify root causes and drive continuous improvements
- Using data-driven storytelling to influence stakeholders and align teams around customer experience priorities
- Quarterbacking critical site issues and escalating to appropriate channels for timely resolution
This role requires a strategic, consultative leader comfortable navigating ambiguity, using data to drive decision-making, and executing large-scale operational improvements. You'll play a critical role in translating customer feedback into actionable solutions across frontline, product, and engineering teams.
