Senior Manager, Customer Experience

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.

• 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 effectiveness, and support long-term team development and succession planning
• Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team building activities

• 8+ years of experience across operations, customer experience, strategy, consulting, business operations, people management or related functions
• Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems, and reports preferred
• Authentic people leader who invests in nurturing potential, as well as proven talent. Conscious and supportive of diversity & inclusion, and the value they bring to customers, business, and the team
• Experience running a market-leading operations team within the online arena preferred
• Demonstrable track record of effective leadership of large, culturally diverse teams in a fast-paced, technology-driven environment
• Entrepreneurial mindset with excitement for the challenges that come with building a disruptive and dynamic business
• Exceptional communication and stakeholder management skills, with the ability to influence decision-making and clearly communicate business performance, strategic priorities, and recommendations to leadership audiences
• Rigorous attention to detail and highly organized, while able to operate effectively from strategy through execution
• Deep empathy for customer experience, consistently evaluating decisions from the customers’ viewpoint
• Collaborative leadership style with the ability to drive teams toward outcomes and deadlines across multiple functions
• Strong analytical and structured problem-solving skills, with the ability to synthesize complex datasets into actionable business recommendations and operational strategies
• Strategic thinker with strong project management and execution capabilities, including the ability to translate insights into scalable cross-functional initiatives
• Clear and optimistic vision for what can be, paired with the ability to execute with urgency and pragmatism in a fast-paced environment
• High curiosity with a proactive approach to learning, connecting insights, and identifying opportunities for improvement
• Affinity toward leveraging technology as a customer experience enabler
• Experience leading complex, cross-functional projects in fast-paced, high-growth environments preferred
• Comfortable working in ambiguity, prioritizing competing initiatives, and influencing without direct authority
• Consulting, strategy, analytics, or business operations experience highly valued
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
• Experience in online Poker, online Casino, online Sportsbook, and all iGaming platform variants preferred
• Bachelor’s/University degree or equivalent experience required; advanced degree and managerial experience preferred