<p>Location: Remote - USA</p><br/><p>Employment Type: Salaried</p><br/><p>Team: Fanatics Betting & Gaming</p><br/><div><b>Company Overview</b></div><div>&nbsp;</div><div>Fanatics is building a leading global digital sports platform to ignite and harness the passions of fans and maximize the presence and reach for hundreds of partners globally. Optimizing these long-standing partnerships, a database of more than 80 million global consumers and a trusted, recognizable brand name, Fanatics is expanding beyond its position as a global leader for licensed sports merchandise to now becoming a next-gen digital sports platform, featuring an array of offerings for fans across the sports ecosystem.</div><div>&nbsp;</div><div>The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy; Candy Digital, a digital collectibles company that is partnering with prominent sports properties, including MLB and MLBPA, to build an official NFT ecosystem; Fanatics Collectibles, through Topps as a cornerstone of the business, building a new model for the collectibles and trading cards hobby with top leagues and players association partners; and Fanatics Betting &amp; Gaming, a mobile betting, gaming and retail sportsbook platform. Fanatics’ partners include all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA) and hundreds of collegiate and professional teams, which include several of the biggest global soccer clubs.</div><div>&nbsp;</div><div>As a market leader with more than 9,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.</div><div>&nbsp;</div><div>At Fanatics, we’re a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support.&nbsp; We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.</div><div>&nbsp;</div><div><br></div><div>As the Director of Customer Experience, you will define and oversee support strategy and operational excellence across all care channels. You will build and continuously optimize a best-in-class team that empathetically supports customers while ever-improving on key customer satisfaction metrics.&nbsp;</div><div><br></div><div><b>What you'll do:</b>&nbsp;</div><div>Lead the strategy and execution of our end-to-end customer experiences via our customer experience platforms including email and social media&nbsp;</div><div>Define ambitious goals and service levels and then develop structures, rules and policies to ensure KPIs are met&nbsp;</div><div>Leverage a variety of critical support metrics to define and execute against a data-driven strategy&nbsp;</div><div>Serve as a strong cross-functional partner within the organization, partnering across Customer service, Fraud, Payments, and other cross-functional teams to further improve internal tools and systems to drive efficient support operations&nbsp;</div><div>Partner with Sr. Director of Fan Servicing on the development of the future state of our customer experience team, including potential for support from remote employees, part-time employees, and/or vendor support to ensure scalability&nbsp;</div><div>Monitor and improve organizational processes with the aim of making them as efficient as possible. Research and analysis feature heavily in this role, as continuous improvement managers map out all workflows, remove waste and low-value activities, and recommend solutions.&nbsp;</div><div><br></div><div><b>What you’ll bring:</b><i>&nbsp;</i></div><div>10+ years of relevant work experience in customer experience&nbsp;</div><div>You make every decision with the user at the forefront&nbsp;</div><div>You are knowledgeable of the latest best practices and technologies in the CX ecosystem and believe in continuous optimization&nbsp;</div><div>You have a strong track record of people management with in-house and remote and/or vendor teams&nbsp;</div><div>You are data-driven and goal-oriented and measure success both quantitatively and qualitatively&nbsp;</div><div>You can see the big picture but are willing to dive into the details to move projects along&nbsp;</div><div>You’re a team player with a "no task is too small" attitude&nbsp;</div><div>You enjoy working in a fast-paced and ever-changing environment&nbsp;</div><div><b>Exceptional </b>communication skills both written and verbal. Ability to articulate business performance, key strategies, and regular updates into Microsoft applications (Word, Excel, and Outlook) that tell a powerful story.&nbsp;</div><div><b>Rigorous attention to detail and highly organized</b>, but able to operate with ease at all levels (from strategy to execution).&nbsp;</div><div>Deep <b>empathy</b> for customer experience – always analyzing and assessing from the customers’ viewpoint.&nbsp;</div><div><b>Authentic people leader</b> who invests in nurturing potential, as well as proven talent. Conscious and supportive of diversity &amp; inclusion, and the value they bring to customers, business, and the team.&nbsp;</div><div><b>Collaborative, while firm on goals</b> and driving the extended team toward actions (and deadlines) to achieve them.&nbsp;</div><div><b>Strong </b>analytical skills looking broadly across the organization, with the ability to summarize large amounts of data from various inputs.&nbsp;</div><div><b>Strategic thinker </b>with proven ability to <b>operationalize </b>the strategy. Strong problem-solving skills&nbsp;</div><div>Clear and optimistic vision for what can be. Proven <b>ability to execute with urgency</b> and pragmatism in the current environment.&nbsp;</div><div><b>High curiosity</b> – proactively seeking to learn more and ‘connect the dots for better solutions. Affinity toward technology as a customer experience enabler.&nbsp;</div><div><br></div><div><br></div><div><u>Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.&nbsp; Fanatics never seeks payment from job applicants.&nbsp; Fanatics recruiters will only reach out to applicants from an @fanatics.com or @fanatics.co.uk email address.&nbsp; For added security, where possible, apply through our company website at <a href="http://www.fanaticsinc.com/careers" class="postings-link">www.fanaticsinc.com/careers</a></u></div><div><br></div><div><i>Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.</i></div><div><br></div><div>Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.</div><div><br></div><div><b>NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS</b>: In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.<i>&nbsp;</i>&nbsp;We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.</div>

Location: Remote - USA

  

Employment Type: Salaried

  

Team: Fanatics Betting & Gaming

  

 **Company Overview**



Fanatics is building a leading global digital sports platform to ignite and
harness the passions of fans and maximize the presence and reach for hundreds
of partners globally. Optimizing these long-standing partnerships, a database
of more than 80 million global consumers and a trusted, recognizable brand
name, Fanatics is expanding beyond its position as a global leader for
licensed sports merchandise to now becoming a next-gen digital sports
platform, featuring an array of offerings for fans across the sports
ecosystem.



The Fanatics family of companies currently includes Fanatics Commerce, a
vertically-integrated licensed merchandise business that has changed the way
fans purchase their favorite team apparel, jerseys, headwear and hardgoods
through a tech-infused approach to making and quickly distributing fan gear in
today’s 24/7 mobile-first economy; Candy Digital, a digital collectibles
company that is partnering with prominent sports properties, including MLB and
MLBPA, to build an official NFT ecosystem; Fanatics Collectibles, through
Topps as a cornerstone of the business, building a new model for the
collectibles and trading cards hobby with top leagues and players association
partners; and Fanatics Betting & Gaming, a mobile betting, gaming and retail
sportsbook platform. Fanatics’ partners include all major professional sports
leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA) and hundreds of collegiate and
professional teams, which include several of the biggest global soccer clubs.



As a market leader with more than 9,000 employees, and hundreds of partners,
suppliers, and vendors worldwide, we take responsibility for driving toward
more ethical and sustainable practices. We are committed to building an
inclusive Fanatics community, reflecting and representing society at every
level of the business, including our employees, vendors, partners and fans.
Fanatics is also dedicated to making a positive impact in the communities
where we all live, work, and play through strategic philanthropic initiatives.



At Fanatics, we’re a diverse, passionate group of employees aiming to ignite
pride and passion in the fans we outfit, celebrate and support.  We recognize
that diversity helps drive and foster innovation, and through our IDEA program
(inclusion, diversity, equality and advocacy) at Fanatics we provide employees
with tools and resources to feel connected and engaged in who they are and
what they do to support the ultimate fan experience.



  

As the Director of Customer Experience, you will define and oversee support
strategy and operational excellence across all care channels. You will build
and continuously optimize a best-in-class team that empathetically supports
customers while ever-improving on key customer satisfaction metrics.

  

 **What you'll do:**  

Lead the strategy and execution of our end-to-end customer experiences via our
customer experience platforms including email and social media

Define ambitious goals and service levels and then develop structures, rules
and policies to ensure KPIs are met

Leverage a variety of critical support metrics to define and execute against a
data-driven strategy

Serve as a strong cross-functional partner within the organization, partnering
across Customer service, Fraud, Payments, and other cross-functional teams to
further improve internal tools and systems to drive efficient support
operations

Partner with Sr. Director of Fan Servicing on the development of the future
state of our customer experience team, including potential for support from
remote employees, part-time employees, and/or vendor support to ensure
scalability

Monitor and improve organizational processes with the aim of making them as
efficient as possible. Research and analysis feature heavily in this role, as
continuous improvement managers map out all workflows, remove waste and low-
value activities, and recommend solutions.

  

 **What you’ll bring:** _ _

10+ years of relevant work experience in customer experience

You make every decision with the user at the forefront

You are knowledgeable of the latest best practices and technologies in the CX
ecosystem and believe in continuous optimization

You have a strong track record of people management with in-house and remote
and/or vendor teams

You are data-driven and goal-oriented and measure success both quantitatively
and qualitatively

You can see the big picture but are willing to dive into the details to move
projects along

You’re a team player with a "no task is too small" attitude

You enjoy working in a fast-paced and ever-changing environment

 **Exceptional** communication skills both written and verbal. Ability to
articulate business performance, key strategies, and regular updates into
Microsoft applications (Word, Excel, and Outlook) that tell a powerful story.

 **Rigorous attention to detail and highly organized** , but able to operate
with ease at all levels (from strategy to execution).

Deep **empathy** for customer experience – always analyzing and assessing from
the customers’ viewpoint.

 **Authentic people leader** who invests in nurturing potential, as well as
proven talent. Conscious and supportive of diversity & inclusion, and the
value they bring to customers, business, and the team.

 **Collaborative, while firm on goals** and driving the extended team toward
actions (and deadlines) to achieve them.

 **Strong** analytical skills looking broadly across the organization, with
the ability to summarize large amounts of data from various inputs.

 **Strategic thinker** with proven ability to **operationalize** the strategy.
Strong problem-solving skills

Clear and optimistic vision for what can be. Proven **ability to execute with
urgency** and pragmatism in the current environment.

 **High curiosity** – proactively seeking to learn more and ‘connect the dots
for better solutions. Affinity toward technology as a customer experience
enabler.

  

  

 _Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud.
Fanatics never seeks payment from job applicants.  Fanatics recruiters will
only reach out to applicants from an @fanatics.com or @fanatics.co.uk email
address.  For added security, where possible, apply through our company
website at [www.fanaticsinc.com/careers](http://www.fanaticsinc.com/careers)_

  

 _Tryouts are open at Fanatics! Our team is passionate, talented, unified, and
charged with creating the fan experience of tomorrow. The ball is in your
court now._

  

Fanatics is committed to responsible planning and purchasing (RPP) practices,
working with its business partners across its global and multi-layered supply
chain, to ensure that planning, sourcing, and purchasing decisions, along with
other supporting processes, do not impede or conflict with the fulfillment of
Fanatics’ fair labor practices.

  

 **NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS** : In connection with your
application, we collect information that identifies, reasonably relates to or
describes you (“Personal Information”). The categories of Personal Information
that we collect include your name, government issued identification number(s),
email address, mailing address, other contact information, emergency contact
information, employment history, educational history, criminal record, and
demographic information. _ _  We collect and use those categories of Personal
Information about you for human resources and other business management
purposes, including identifying and evaluating you as a candidate for
potential or future employment or other types of positions, recordkeeping in
relation to recruiting and hiring, conducting criminal background checks as
permitted by law, conducting analytics, and ensuring compliance with
applicable legal requirements and Company policies.

