Senior Product Manager, Internal Tools & Marketing Technology

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

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.

The Role

As a Senior Product Manager, [TITLE] 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
• Ensure messaging and routing logic enforce Responsible Gaming and regulatory controls — self‑exclusion, cool‑off, state eligibility, and contact preference suppression — in partnership with Compliance and RG
• 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 & 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

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