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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 translate customer insights, operational trends, and performance data into actionable recommendations that influence product, marketing, and operational strategy. You'll lead cross-functional initiatives focused on improving the customer journey, aligning stakeholders across product, engineering, and operations teams to drive execution against strategic objectives.
Key responsibilities include: managing and developing an experienced, diverse team; establishing and evolving support policies and procedures; recruiting, interviewing, and hiring customer experience leads and agents; training managers on policies while coaching them to think creatively about improving customer interactions; developing and coaching leads on analytics, escalation procedures, and coaching best practices; leveraging key metrics and operational insights to identify business opportunities and optimize team performance; quarterbacking critical site issues and escalating appropriately; analyzing performance trends and customer data to identify root causes and recommend scalable solutions; driving project management for complex, cross-functional customer experience initiatives; and using data-driven storytelling to influence stakeholders.
This role requires a strategic, consultative leader comfortable navigating ambiguity, using data to influence decision-making, and driving large-scale operational and customer experience improvements. You'll be responsible for ensuring the customer experience team is equipped to provide the highest standard of care while relentlessly enhancing the fan experience across Fanatics' growing customer base.
