<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>We’re looking for an Automated Customer Experience (ACX) Bot Manager to leverage the power of an automation-first CX strategy and transform the way we engage and assist our customers.&nbsp;</div><div>The conversational chatbot is a cornerstone of our brand interactions, enabling us to offer instant engagement with FBG customers on the channels they prefer, at the time they prefer. This in turn allows our brand to talk more with FBG customers using a consistent brand voice, and drives business results.</div><div><br></div><div>As ACX Bot Manager, you will use the bot to implement customer experiences designed to increase interaction volume and conversion rates across the end-to-end customer journey. This includes marketing, sales, support, and post-sales customer care.</div><div>You will also be the voice of our customers within the company, looking for feedback and insights that can inspire new product features, improvements, and ideas.</div><div><br></div><div><b>Who You Are</b></div><div>You have 2-3 years experience creating workflows and personalized experiences that are optimized for support and conversion&nbsp;</div><div>You have successfully implemented and managed customer-facing resources in the past, such as messaging, knowledge bases, and/or content strategy</div><div>You have experience in customer support roles</div><div>You are comfortable with building and customizing conversational experiences that reflect brand strategy and tone of voice</div><div>You have strong conversational writing and readability skills as they relate to creating personalized customer experiences</div><div>You understand the marketing funnel and are eager to learn more about demand generation focused marketing</div><div>You are comfortable with a metrics based orientation, and can analyze reports and identify actionable insights to drive new opportunities</div><div>You love to experiment and think outside of the box</div><div>You have experience documenting feedback that product teams can digest and action</div><div>You work well cross-functionally</div><div>What You'll Do:</div><div><br></div><div>Deliver a bot experience on our app, website and landing pages that is best of class</div><div>Deliver a bot experience that enables FBG customers to self-serve and automates complex and highly personalized actions</div><div>Work with the Support, Marketing, Product, and Product Marketing teams to expand the use cases for the chatbot across our customers' entire journey with our brand</div><div>Leverage data to make optimizations that will support customers better and drive better conversion rates at every stage of the marketing and sales funnel</div><div>Work with support, channel, and campaign managers to explore opportunities to deploy automated customer experience within new social channels</div><div>Report frequently on chatbot performance and understand levers to pull to optimize towards our goals</div><div>Demonstrate a desire to proactively help and serve internal/external customers meet their needs</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.



  

We’re looking for an Automated Customer Experience (ACX) Bot Manager to
leverage the power of an automation-first CX strategy and transform the way we
engage and assist our customers.

The conversational chatbot is a cornerstone of our brand interactions,
enabling us to offer instant engagement with FBG customers on the channels
they prefer, at the time they prefer. This in turn allows our brand to talk
more with FBG customers using a consistent brand voice, and drives business
results.

  

As ACX Bot Manager, you will use the bot to implement customer experiences
designed to increase interaction volume and conversion rates across the end-
to-end customer journey. This includes marketing, sales, support, and post-
sales customer care.

You will also be the voice of our customers within the company, looking for
feedback and insights that can inspire new product features, improvements, and
ideas.

  

 **Who You Are**

You have 2-3 years experience creating workflows and personalized experiences
that are optimized for support and conversion

You have successfully implemented and managed customer-facing resources in the
past, such as messaging, knowledge bases, and/or content strategy

You have experience in customer support roles

You are comfortable with building and customizing conversational experiences
that reflect brand strategy and tone of voice

You have strong conversational writing and readability skills as they relate
to creating personalized customer experiences

You understand the marketing funnel and are eager to learn more about demand
generation focused marketing

You are comfortable with a metrics based orientation, and can analyze reports
and identify actionable insights to drive new opportunities

You love to experiment and think outside of the box

You have experience documenting feedback that product teams can digest and
action

You work well cross-functionally

What You'll Do:

  

Deliver a bot experience on our app, website and landing pages that is best of
class

Deliver a bot experience that enables FBG customers to self-serve and
automates complex and highly personalized actions

Work with the Support, Marketing, Product, and Product Marketing teams to
expand the use cases for the chatbot across our customers' entire journey with
our brand

Leverage data to make optimizations that will support customers better and
drive better conversion rates at every stage of the marketing and sales funnel

Work with support, channel, and campaign managers to explore opportunities to
deploy automated customer experience within new social channels

Report frequently on chatbot performance and understand levers to pull to
optimize towards our goals

Demonstrate a desire to proactively help and serve internal/external customers
meet their needs

  

 _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.

