Director, Customer Experience & Insights

Fanatics; Jersey City (NJ); On-site; USD 107,000 - 130,000; Full time

Job summary

Fanatics Betting & Gaming is seeking a Manager, Customer Experience to lead the sportsbook and casino customer experience function, ensuring satisfaction across the end-to-end journey. You will guide a team of Team Leads, Operations Specialists, and Agents to deliver high-quality support and continuous improvements.

The role emphasizes translating customer and operational data into strategic recommendations, partnering with product, engineering, and marketing to close gaps and elevate the fan

Qualifications

• 5+ years of experience in operations, customer experience, strategy, or business operations roles.
• Experience translating data into business recommendations is highly valued.
• Proven ability to lead large, diverse teams in a fast-paced, technology-driven environment.

Responsibilities

• Manage and develop Customer Experience Team Leads, fostering accountability and a customer-centric mindset.
• Synthesize user insights and trends into clear, actionable recommendations that influence product, marketing, and operations.
• Partner with cross-functional teams to diagnose customer journey gaps and drive a strategic roadmap.
• Drive rapid issue resolution while identifying systemic improvements to reduce future friction.
• Establish and evolve support policies to meet staff, customers, and business needs.
• Recruit, interview, and hire Customer Experience leads and agents.
• Coach managers on policies, procedures and strategic thinking for customer interactions.
• Develop analytics requirements and escalation procedures for the team.
• Translate metrics into resourcing strategies and process improvements.

Skills

Customer Experience

Operations

Strategy

Data analysis

Education

Bachelor’s degree or equivalent experience

Job description

Fanatics Betting & Gaming is seeking a Manager, Customer Experience to lead the sportsbook and casino customer experience function, ensuring satisfaction across the end-to-end journey. You will guide a team of Team Leads, Operations Specialists, and Agents to deliver high-quality support and continuous improvements.

The role emphasizes translating customer and operational data into strategic recommendations, partnering with product, engineering, and marketing to close gaps and elevate the fan