Senior CX Learning Specialist

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.

As a Senior CX Learning Specialist, at Fanatics Betting & Gaming (FBG), you are responsible for ensuring that new Customer Experience Agents are onboarded effectively into their role. Reporting into the Senior Manager, CX Learning, you will play an integral role in the Learning and Development team, as well as the Customer Service team. You will design and deliver new customer experience agent training, ensuring that agents have what they need so they can do their best work, and giving new team members time and support so they know how we work, where they fit in, and what to do so their career can take flight. The Senior CX Learning Specialist is also responsible for ensuring training materials are accurate and up to date with current policies, procedures and expectations, as well as identifying, building and communicating/facilitating continuous education opportunities for existing Agents. 

The ideal candidate is organized and personable with experience working in HR, Learning and Development, and/or Customer Service. The ideal candidate will be reliable, proactive, and have the ability to execute tasks independently, with a strong sense of ownership. 

This role is open to remote candidates. If based in the Denver, CO or Jersey City, NJ areas, the position will follow a hybrid schedule.

Responsibilities

• Deliver training to new customer experience agents, presenting and facilitating sessions in-person and virtually. 
• Manage training group dynamics to ensure engagement and understanding. 
• Partner with operations, and other functional teams to ensure the training content is relevant and engaging. 
• Manage the program communications and training schedule to ensure that new hires and stakeholders have the information they need to be successful.
• Monitor agent performance throughout training and provide additional support, learning interventions, and feedback as needed. 
• Mentor new agents, providing answers to questions and offering feedback as you reverse shadow new agents throughout training.
• Support the program manager to deliver continued learning interventions to customer service team members.
• Support quality assurance team in completing QA checks and gathering feedback, leveraging any insights to help inform any changes or improvements needed to new hire training. 
• Evaluate, recommend and implement changes in training material to ensure efficiency, accuracy and relevancy. 
• Using a data first mindset, evaluate current Agent performance and identify and design continuous learning opportunities. 
• Other duties as assigned.

Experience and Skills

• 3+ years of experience in HR, Learning and Development, or Customer Service. 
• High-School Degree or equivalent.
• Excellent presentation and communication skills. Experience publicly speaking and/or delivering training.
• Strong interpersonal skills and ability to work as part of a team. 
• Ability to multitask and prioritize tasks effectively.
• Curiosity, proactively seeking to learn more and build better solutions in service of a world-class customer experience.
• Passionate about learning and development with a desire to learn more.
• Thrives in an entrepreneurial, hyper growth environment where priorities evolve regularly and decisions are made quickly
• Team-first mentality, with a willingness to do what it takes to get the job done and a desire to strive for better
• Open to regular travel to events and other Fanatics offices for various offsite and team meetings.

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/