Sr. Manager 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.

Fanatics Betting and Gaming (FBG) is searching for a Sr. Manager of Customer Experience to lead the Sportsbook/iCasino Customer Experience Function. A critical element of this role is the responsibility of ensuring that FBG customers remain satisfied throughout their experience. In this role, you’ll be leading the customer experience team, training new customer experience managers and advocates to provide the highest standards of customer experience, and ensuring that all company policies and processes are followed. Additional tasks include handling escalated customer inquiries, identifying and attending to departmental needs, and providing input on business and product issues. Last, highly qualified candidates will be able to leverage their skills and experience to participate in cross-functional initiatives and play a critical part in sharing customers feedback with our frontline, product, and engineering functions to work toward solutions to improve the customer experience.

What You’ll do…

Responsible for Managing Customer Experience Managers and Advocates.

Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing community of Fanatics Fans.

Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards

Establish and update support policies and procedures to meet the needs of staff, customers, and the business

Recruit, interview, and hire new customer experience managers and advocates

Train managers on standard policies and procedures while coaching them to think creatively and passionately about ways in which we can make every customer interaction meaningful and provide the best betting and gaming experience possible

Lead and coach managers on analytics requirements, escalation procedures, and coaching best practices

Determine the customer experience team needs based on key metrics and performance indicators

Spearhead sharing user insights and trends to all areas of the business including product, marketing, and operations

Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution

Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals.

Ensure the team follows all internal and external guidelines and regulations

Work with various business leaders to accomplish key business initiatives to ensure employee development and establish succession planning within reporting lines

**What you bring... **

5+ years' experience in call center operations

Experience running a market-leading operations team within the online arena preferred

Experience in online Poker, online Casino, online Sportsbook, and all platform variants preferred

Demonstrable track record of effective leadership of large, and culturally diverse teams in a fast-paced, technology-driven environment

Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems, and reports preferred

An entrepreneurial spirit and are excited by the challenges that come along with building a disruptive and dynamic business

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.

Bachelor’s/University degree or equivalent experience, potentially Masters degree and managerial experience

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
    Sr. Manager Customer Experience
  • Company
  • Location
    Jacksonville, FL
  • Employment Type
    Full time
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