Senior Product Manager, Internal Platforms & CRM

Fanatics Betting & Gaming; United States; Remote; USD 117,000 - 194,000; Full time

Job summary

Fanatics Betting & Gaming in the United States seeks a Senior Product Manager to own two linked systems: the contact center platform and the marketing technology stack powering lifecycle, promotional, and transactional messaging. You will translate operational needs into platform requirements and deliver scalable internal systems.

You will collaborate with operations, CRM, engineering, data, and compliance to define roadmaps, write user stories, and measure success by KPIs such as routing

Qualifications

• 5+ years of product management experience in a B2C digital product environment.
• End-to-end ownership of product features across back-office and front-end.
• Experience building products for internal/operational users (support, promotions, risk, compliance, or marketing ops).
• Comfort with event schemas, APIs, and data pipelines; collaborate with engineering and data teams.
• Experience with Salesforce-based tools or CRM platforms is preferred.
• Experience with AI/automation or chatbot initiatives is a plus.
• Excellent written and verbal communication; highly collaborative across teams.

Responsibilities

• Own contact center routing, skilling, and queue configuration end-to-end from requirements to launch.
• Lead product readiness for new launches across support and marketing surfaces, including routing design, agent skilling, queue setup, instrumentation, and messaging.
• Define customer events, triggers, data flows into XtremePush, and schemas/contracts between platforms.
• Partner with CRM and lifecycle marketing to translate campaign needs into platform requirements; work with engineering and data to deliver reliable pipelines.
• Ensure routing and messaging comply with Responsible Gaming and regulatory controls in partnership with Compliance.
• Write clear user stories and PRDs for operations, marketing, and engineering stakeholders.
• Identify gaps in back-end systems and translate into scalable product solutions.
• Use data and KPIs to set priorities and measure success (routing accuracy, handle time, latency, campaign reach).
• Collaborate with engineering on Salesforce workflows and internal platforms to improve efficiency.
• Work with chatbot/AI product owners on routing, escalation, and messaging for automated support.
• Develop deep understanding of the FBG platform and internal processes.
• Operate autonomously, driving discovery, requirements, and delivery while aligning with senior product leadership.

Skills

5+ years PM

Agile methodologies

Cross-functional

B2C digital product

Tools

Salesforce CRM

Job description

Fanatics Betting & Gaming in the United States seeks a Senior Product Manager to own two linked systems: the contact center platform and the marketing technology stack powering lifecycle, promotional, and transactional messaging. You will translate operational needs into platform requirements and deliver scalable internal systems.

You will collaborate with operations, CRM, engineering, data, and compliance to define roadmaps, write user stories, and measure success by KPIs such as routing