Director, Customer Experience at Fanatics | Powderkeg

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 or email address. For added security, where possible, apply through our company website at

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.

Job Summary
  • Job Title
    Director, Customer Experience
  • Company
  • Location
    Jacksonville, FL
  • Employment Type
    Full time
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