Senior Manager, Customer Experience

About the role

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. 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. As a Senior Manager, Customer Experience at Fanatics Betting & Gaming, 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 strategic, consultative leader who is comfortable navigating ambiguity, using data to influence decision-making, and driving large-scale operational and customer experience improvements across the organization. You will identify operational and customer experience opportunities, leverage data-driven insights to influence business strategy, and partner cross-functionally to prioritize and execute high-impact initiatives. 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

• Responsible for managing an experienced team with diverse scope
• Translate customer insights, operational trends, and performance data into actionable recommendations that influence product, marketing, and operational strategy
• Lead cross-functional initiatives focused on improving the customer journey, aligning stakeholders, prioritizing initiatives, and driving execution against strategic objectives
• Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing customer base
• Establish and evolve support policies and procedures to meet the needs of staff, customers, and the business
• Recruit, interview, and hire new 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
• Leverage key metrics and operational insights to identify business opportunities, optimize team performance, and inform resource planning decisions
• Quarterback critical site issues and escalate to the appropriate channels to ensure timely resolution
• Analyze performance trends and customer data to identify root causes, recommend scalable solutions, and drive continuous operational improvements
• Drive project management and execution for complex, cross-functional customer experience initiatives across product, operations, and engineering teams
• Use data-driven storytelling and executive-level communication to influence stakeholders and align teams around customer experience priorities
• Ensure the team follows all internal and external guidelines and regulations
• Partner with senior business leaders to drive strategic initiatives, improve organizational

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