Manager, Customer Experience

Fanatics Betting & Gaming; Jersey City (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

Fanatics Betting & Gaming is seeking a Manager, Customer Experience to lead the CX team and ensure high standards of customer care across sportsbook and related gaming operations. You will translate customer data into strategic recommendations, partner with product, marketing, and engineering, and drive improvements based on insights.

The role requires analytical leadership, experience in operations or CX, and the ability to coach and develop a team while aligning with organizational priorities.

Qualifications

• 5+ years of experience in operations, customer experience, strategy, or business operations roles
• Experience in consulting, strategy, or business operations that required translating data into business actions

Responsibilities

• Manage and develop Customer Experience Team Leads, fostering accountability and customer-centric thinking
• Synthesize user insights into actionable recommendations influencing 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 friction
• Establish and evolve support policies and procedures for staff, customers, and the business
• Recruit, interview, and hire Customer Experience leads and agents
• Coach managers on policies while promoting creative, strategic thinking
• Develop analytics requirements, escalation procedures, and coaching best practices
• Translate metrics into resourcing strategies and process improvements
• Escalate critical site issues and ensure timely resolution
• Analyze performance data to identify root causes and trends
• Use data-driven storytelling to influence senior stakeholders and prioritize CX
• Ensure compliance with internal and external guidelines and regulations
• Collaborate with business leaders to support initiatives and succession planning
• Occasional travel to Fanatics offices and events

Job description

About Us

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.

About the Team

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.

Overview

As a Manager, 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.

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 highly analytical, consultative leader who can translate customer data and operational insights into strategic recommendations and cross-functional action plans.

You will identify departmental needs and help shape operational and product opportunities. 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

• Manage and develop Customer Experience Team Leads, fostering a culture of accountability, continuous improvement, and customer-centric thinking
• Synthesize user insights and trends into clear, actionable recommendations that influence product, marketing, and operational strategy
• Partner with cross-functional teams to diagnose customer journey gaps, prioritize opportunities, and drive execution against a strategic roadmap
• Drive a culture of rapid issue resolution while identifying systemic improvements to reduce future customer friction
• Establish and evolve support policies and procedures to meet the needs of staff, customers, and the business
• Recruit, interview, and hire 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
• Translate key metrics and performance data into resourcing strategies, process improvements, and experience enhancements
• Quarterback critical site issues and escalated to the appropriate channels to ensure timely resolution
• Analyze performance data to uncover root causes, identify trends, and recommend scalable solutions that improve efficiency and customer satisfaction
• Use data-driven storytelling to influence senior stakeholders and drive alignment on customer experience priorities
• Ensure the team follows all internal and external guidelines and regulations
• Partner with business leaders to deliver key initiatives, support employee development, and build succession plans within the organization
• Travel occasionally to Fanatics Betting & Gaming offices and other locations for conferences, events, and team activities

Qualifications

• 5+ years of experience in operations, customer experience, strategy, or business operations roles
• Experience in consulting, strategy, business operations, or similar roles that required translating data into busines