Senior Manager, Customer Experience

Fanaticsfbg

Denver, CO, United States
On-site
8+ years operations or customer experience management
Lead diverse team of cx agents and specialists
Translate data insights into operational strategy
This role leads the sportsbook and casino customer experience function to ensure high satisfaction for a global fan base

Job Summary

  • This role leads the sportsbook and casino customer experience function to ensure high satisfaction for a global fan base.
  • The successful candidate will manage a team of leads and agents while driving large-scale operational improvements across the organization.
  • Candidates must be able to pass required licensing mandated by various state racing and gaming regulatory bodies.

Matching Summary

This role leads the sportsbook and casino customer experience function to ensure high satisfaction for a global fan base.

Skills & Requirements

Must-have

  • 8+ years operations or customer experience management
  • Lead diverse team of CX agents and specialists
  • Translate data insights into operational strategy
  • Drive cross-functional initiatives with product and engineering
  • Ensure regulatory compliance for gaming licenses

Nice-to-have

  • Experience with online sportsbook and casino tools
  • Entrepreneurial mindset in fast-paced environment
  • Strong stakeholder management and executive communication
  • Background in consulting or business operations
  • Deep empathy for customer journey optimization

Key Requirements

  • Bachelor's degree required; advanced degree preferred
  • Must pass state gaming regulatory licensing requirements
  • 8+ years of experience in operations, CX, or strategy

Work Rights

Must be able to pass required gaming licensing

Tailored Resume

Cover Letter