Customer Operations Manager at Fanduel (Atlanta, GA)

| Atlanta, GA
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ABOUT FANDUEL GROUP

FanDuel Group is a world-class team of brands and products all built with one goal in mind — to give fans new and innovative ways to interact with their favorite games, sports, teams, and leagues. That’s no easy task, which is why we’re so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give.

Our brands include:

  • FanDuel — A game-changing real-money fantasy sports app
  • FanDuel Sportsbook — America’s #1 sports betting app
  • FanDuel TV — "The Bettor Sports Network" bringing live sports and interactive content to the games fans care about most
  • FanDuel Racing — A horse racing app built for the average sports fan
  • FanDuel Casino & Betfair Casino — Fan-favorite online casino apps
  • FOXBet — A world-class betting platform and affiliate of FanDuel Group
  • PokerStars — The premier online poker product and affiliate of FanDuel Group

THE POSITION: 
Our roster has an opening with your name on it

We are looking for a Customer Operations Manager to help manage the Customer Operations department. The Customer Operations Manager is responsible for ensuring that our fans remain insanely satisfied throughout their experience. Duties include, but are not limited to, supervising and managing the customer support team, training new agents and Supervisors to provide the highest standards of customer service and ensuring that all company policies and processes are followed. Additional tasks comprise of handling escalated customer inquiries, identifying and attending to departmental needs, and providing input on business and product issues.

THE GAME PLAN:
Everyone on our team has a part to play

  • Manage a team of supervisors who oversee a team of agents and leads.
  • Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering outstanding support to our growing community of avid sports fans
  • Coach, manage and develop customer operations agents, leads, and supervisors, including weekly 1-2-1 meetings with your direct reports
  • Analyze team performance indicators to ensure support volume and quality of interactions are meeting standards
  • Establish and update support policies and procedures to meet the needs of staff, customers, and the business
  • Resolve Manager escalated incidents (BBB, legal, etc.) and quality assure all Supervisor escalated incidents
  • Present customer experience enhancements or solutions to relevant business stakeholders
  • Managing the recruitment process, including interviewing and hiring new agents, leads and supervisors
  • Train Supervisors on analytics requirements, escalation procedures, and coaching best practices
  • Determine Support Team needs based on key metrics and performance indicators
  • Spearhead sharing user insights and trends to all areas of the business including product, marketing, and operations
  • Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution
  • Work autonomously with various business leaders to accomplish key business initiatives

THE STATS:
What we're looking for in our next teammate

  • Minimum of 3 years’ of experience as a Supervisor preferred
  • At least 5 years’ of Customer Support required
  • Knowledge and understanding of the DFS, Sportsbetting, Casino, or horse racing industry required
  • Associates or Bachelor’s degree preferred
  • Ability to work in a fast-paced working environment with a lot of ambiguity
  • Proficiency in data gathering and analysis
  • Ability to learn and adapt to changing software
  • Availability to work flexible hours that include nights and weekends
  • Excellent communication skills, specifically with key business stakeholders
  • Empathy, curiosity, humility and flexibility
  • Thorough knowledge of sports and gaming and/or FanDuel
  • Proven ability to problem-solve and think creatively
  • Experience with utilizing help desk software, such as ZenDesk
  • Multi-task abilities with a focus on quality of work
  • Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies

THE CONTRACT: 
We treat our team right

Competitive compensation is just the beginning. As part of our team, you can expect:

  • An exciting and fun environment committed to driving real growth
  • Opportunities to build really cool products that fans love
  • Mentorship and professional development resources to help you refine your game
  • Flexible vacation allowance to let you refuel
  • Hall of Fame benefit programs and platforms

FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment.  Our focus is on developing employees so that they reach their full potential.

#LI-Hybrid

More Information on Fanduel
Fanduel operates in the Gaming industry. The company is located in New York, NY. Fanduel was founded in 2009. It has 1480 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 183 open jobs at Fanduel, click here.
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