Manager, Customer Experience

Fanatics; Jersey City (NJ); Hybrid; USD 60,000 - 100,000; Full time

Job summary

An innovative and dynamic company is seeking a Manager of Customer Experience to lead a dedicated team in enhancing customer satisfaction within the sportsbook and casino sectors. This role involves collaborating with cross-functional teams to implement strategies that improve the customer journey, ensuring high service standards are met. As a key player in the organization, you will have the opportunity to shape customer support policies, recruit talent, and drive operational improvements. If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment, this position is perfect for you.

Qualifications

• Experience in managing customer experience teams in a fast-paced environment.
• Strong analytical skills to assess performance metrics and drive improvements.

Responsibilities

• Manage a team focused on enhancing customer experience and satisfaction.
• Collaborate with teams to plan initiatives that improve the customer journey.

Skills

Customer Experience Management

Team Leadership

Analytical Skills

Cross-functional Collaboration

Problem Solving

Education

Bachelor's Degree

Job description

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JOB DESCRIPTION

As a Manager of Customer Experience at Fanatics Betting & Gaming (FBG), 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. You’ll manage a team of Customer Experience Team Leads, Operations Specialists, and Customer Experience Agents, focusing on enhancing the fan experience and providing high-quality customer care. You will identify departmental needs, contribute to operational and product improvements, and share customer feedback with cross-functional teams to drive solutions that improve the customer journey.

Responsibilities

• Manage Customer Experience Team Leads, Operations Specialists, and Customer Experience Agents.
• Share user insights and trends across business units including product, marketing, and operations.
• Collaborate with cross-functional teams to plan customer journey initiatives and deliver on key goals.
• Ensure rapid issue resolution, exceed customer expectations, and maintain high service standards.
• Develop support policies and procedures to meet staff, customer, and business needs.
• Recruit, interview, and hire new team members.
• Train managers on policies and coach them to enhance customer interactions.
• Develop analytics requirements, escalation procedures, and coaching best practices.
• Assess team needs based on performance metrics.
• Manage critical site issues and escalate appropriately for timely resolution.
• Analyze performance indicators to ensure quality and support volume standards are met.
• Ensure compliance with internal and external guidelines and regulations.
• Work with business leaders on employee development and succession planning.
• This role requires a hybrid presence, working in Jersey City a few days a week.