As a Manager of Customer Experience at Fanatics Betting & Gaming (FBG), you will help lead the sportsbook & casino 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 a leader within the customer experience team, managing a team of Customer Experience Team Leads, Operations Specialists, and Customer Experience Agents. You will obsess over relentlessly enhancing the fan experience and ensure our customer experience team is equipped to provide the highest standard of customer care. You will work to identify departmental needs and provide input on operational and product opportunities. Lastly, you will leverage your skills and experience to participate in cross-functional initiatives and play a critical part in sharing customer feedback with our frontline, product, and engineering functions to work toward solutions that improve the customer experience.
This role requires you to be in the office in Jersey City a few days a week (hybrid).