Manager, Customer Experience

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 escalate 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

• 8+ 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 business recommendations is highly valued
• Demonstrated ability to lead large, diverse teams in a fast-paced, technology-driven environment
• Strong analytical and problem-structuring skills, with the ability to break down ambiguous problems and develop actionable solutions from complex datasets
• Strategic thinker with a structured approach to problem solving and a proven ability to translate insights into executable, cross-functional initiatives
• Comfortable working in ambiguity and influencing without direct authority across multiple stakeholders
• Exceptional communication skills, with the ability to synthesize insights and present clear, compelling recommendations to leadership
• Experience building, scaling, or optimizing operational teams in a high-growth environment preferred
• Entrepreneurial mindset with a passion for building and improving processes in a dynamic business
• Deep empathy for the customer experience, consistently evaluating decisions through a customer-first lens
• Highly organized with strong attention to detail, while able to operate effectively from strategy through execution
• Collaborative leadership style with the ability to drive teams toward outcomes and deadlines
• High curiosity and a proactive approach to learning, connecting insights, and identifying opportunities for improvement
• Affinity for leveraging technology as a driver of customer experience improvements
• Knowledge of online gaming, sportsbook, payments, or fraud systems is a plus
• Bachelor’s degree or equivalent experience required; advanced degree a plus

Additional Requirements

• Must be able to obtain and maintain any required gaming licenses as mandated by state regulatory bodies

Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.

For information about our benefits, please visit https://benefitsatfanatics.com/