Senior Product Manager, Internal Tools & Marketing Technology

Fanatics Inc.; New York (NY); On-site; USD 117,000 - 194,000; Full time

Job summary

Fanatics Betting & Gaming (FBG) is seeking a Senior Product Manager for Internal Tools & Marketing Technology to build scalable platforms linking customers with agents and messaging. You will own contact center routing and the marketing tech stack, partnering with operations, CRM, engineering, and data to translate needs into robust platform requirements.

You will define events, data flows, and contracts between systems, write clear user stories, and drive end-to-end delivery with a high degree

Qualifications

• 5+ years of product management experience in a digital/operational environment.
• Experience owning end-to-end features spanning back-office workflows and data needs.
• Experience building products for internal or operational users (support, promotions, marketing ops).

Responsibilities

• Own contact center routing, skilling, and queue configuration end to end.
• Lead product readiness for new launches across support and marketing surfaces.
• Own the marketing technology integration layer and event schemas.
• Partner with CRM and lifecycle marketing to translate needs into platform requirements.
• Write user stories and product requirements for stakeholders.
• Identify gaps in back-end systems and translate into scalable solutions.
• Measure success against KPIs (routing accuracy, latency, campaign reach).
• Collaborate with engineering on Salesforce workflows and internal platforms.
• Work with chatbot/AI product owners where routing and messaging intersect.
• Develop deep understanding of the FBG platform and its processes.
• Operate with autonomy to drive discovery and delivery.

Skills

Product management

Agile experience

Cross-functional collaboration

Communication skills

Data-driven decisions

Tools

Salesforce CRM

APIs

Data pipelines

Job description

About Us
Fanatics is a leading global sports platform redefining how fans connect with the teams, players and moments they love. Our businesses — Fanatics Commerce, Fanatics Collectibles, Fanatics Betting & Gaming, Fanatics Events, Fanatics Advertising, Fanatics Markets and Fanatics Studios — maximize the presence and reach for hundreds of partners globally and create a one-stop experience that allows fans to buy, bet, collect, and earn, while engaging with sports in deeper, more immersive ways. This includes licensed fan gear and lifestyle products, sportsbook and iGaming, physical and digital trading cards, live events, premium sports entertainment content, credit card offerings and more. Together, they form a powerful, integrated ecosystem — connected by the Fanatics ONE loyalty program and FanCash, the currency of sport — delivering personalized experiences to over 100 million fans worldwide. Fanatics holds partnerships with over 900 sports properties, from professional leagues and players’ associations to teams, colleges and retail partners; over 7,000 athletes and celebrities; and over 2,000 retail locations, including all Lids stores. Backed by a team of more than 22,000 employees, Fanatics is committed to relentlessly enhancing the fan experience.

About Us
Fanatics is a leading global sports platform redefining how fans connect with the teams, players and moments they love. Our businesses — Fanatics Commerce, Fanatics Collectibles, Fanatics Betting & Gaming, Fanatics Events, Fanatics Advertising, Fanatics Markets and Fanatics Studios — maximize the presence and reach for hundreds of partners globally and create a one-stop experience that allows fans to buy, bet, collect, and earn, while engaging with sports in deeper, more immersive ways. This includes licensed fan gear and lifestyle products, sportsbook and iGaming, physical and digital trading cards, live events, premium sports entertainment content, credit card offerings and more. Together, they form a powerful, integrated ecosystem — connected by the Fanatics ONE loyalty program and FanCash, the currency of sport — delivering personalized experiences to over 100 million fans worldwide. Fanatics holds partnerships with over 900 sports properties, from professional leagues and players’ associations to teams, colleges and retail partners; over 7,000 athletes and celebrities; and over 2,000 retail locations, including all Lids stores. Backed by a team of more than 22,000 employees, Fanatics is committed to relentlessly enhancing the fan experience.

The Role
As a Senior Product Manager, Internal Tools & Marketing Technology at Fanatics Betting & Gaming (FBG), you will build and scale the platforms that connect customers to the right agent and the right message. You will own two tightly linked systems: the contact center platform that routes, skills, and queues customer contacts across support and VIP; and the marketing technology stack that moves customer events into and out of our engagement platform (XtremePush) to power lifecycle, promotional, and transactional messaging.

You will partner closely with operations, CRM/lifecycle marketing, engineering, data, and compliance to translate operational and marketing needs into platform requirements, prioritize a shared roadmap, and deliver internal systems that directly shape customer-facing experiences — whether that’s a new product or state launch, a change in staffing model, or a new campaign journey.

Responsibilities

• Own the contact center routing, skilling, and queue configuration roadmap end to end — from operational requirements through build, launch, and iteration
• Lead product readiness for new launches across support and marketing surfaces: routing design, agent skilling, queue setup, event instrumentation, and messaging configuration
• Own the marketing technology integration layer: define the customer events flowing into XtremePush, the triggers and data flowing back out, and the schemas and contracts between platforms
• Partner with CRM and lifecycle marketing to translate campaign and journey needs into platform requirements, and with engineering and data to deliver reliable, low-latency event pipelines
• Write clear user stories and product requirements for operations, marketing, and engineering stakeholders
• Identify gaps in existing back-end systems and operational workflows and translate them into scalable product solutions
• Use data, research, and operational insight to set roadmap priorities and measure success against defined KPIs (e.g., routing accuracy, handle time, event delivery latency, campaign reach)
• Partner with engineering on Salesforce-based workflows and additional internal platforms that improve operational efficiency and accuracy
• Collaborate with chatbot and AI product owners where routing, escalation, and messaging intersect automated support
• Develop a deep understanding of the FBG platform, operational processes, and the role internal platforms play
• Operate with a high degree of autonomy, independently driving discovery, requirements, and delivery while aligning closely with senior product leadership and cross-functional partners

Qualifications

• 5+ years of product management experience, preferably in an agile, B2C digital product organization
• Experience owning end-to-end product features spanning back-office workflows, backend system requirements, data needs, and front-end functionality
• Experience building products for internal or operational users (customer support, VIP, promotions, risk, compliance, or marketing ops teams) preferred
• Comfort working with event schemas, APIs, and data pipelines; able to partner with engineering and data teams on technical requirements
• Experience with Salesforce-based tools or CRM platforms preferred
• Experience with AI-, automation-, or chatbot-related initiatives a plus
• Excellent written and verbal communication skills, with the ability to articulate product decisions and tradeoffs
• Highly collaborative, with a track record across operations, marketing, analytics, design, and engineering

Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual offer is confirmed. In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/

Salary Range
$117,000 - $194,000 USD