Manager, Customer Experience

Fanatics Sportsbook

Jersey City, NJ, United States
Not specified; ranges vary by geographical zone; i...
On-site
Manage customer experience team leads
Translate data into strategic recommendations
Drive cross-functional operational initiatives
Fanatics Sportsbook is seeking a Manager of Customer Experience to lead their customer service operations, ensuring high satisfaction for sportsbook and casino customers. The ideal candidate should have extensive experience in customer experience, operations, and analytics, along with strong leadership skills

Job Summary

  • This role requires a highly analytical, consultative leader who can translate customer data and operational insights into strategic recommendations.
  • You will manage a team of Customer Experience Team Leads, Operations Specialists, and Customer Experience Agents to ensure the highest standard of customer care.
  • The position involves partnering with cross-functional teams to diagnose customer journey gaps and drive execution against a strategic roadmap.

Matching Summary

Match Score: 85

Fanatics Sportsbook is seeking a Manager of Customer Experience to lead their customer service operations, ensuring high satisfaction for sportsbook and casino customers. The ideal candidate should have extensive experience in customer experience, operations, and analytics, along with strong leadership skills.

Salary

Not specified; Ranges vary by geographical zone; Includes base, bonus, and benefits

Skills & Requirements

Must-have

  • Manage customer experience team leads
  • Translate data into strategic recommendations
  • Drive cross-functional operational initiatives
  • Analyze performance metrics for improvements
  • Ensure regulatory compliance in gaming

Nice-to-have

  • Entrepreneurial mindset in dynamic business
  • Deep empathy for customer experience
  • Affinity for leveraging technology solutions
  • Experience in high-growth scaling environments
  • Strong curiosity and proactive learning

Key Requirements

  • 8+ years of experience in operations or customer experience
  • Bachelor's degree or equivalent experience required
  • Ability to obtain and maintain state gaming licenses

Work Rights

Must be able to obtain and maintain required gaming licenses

Tailored Resume

Cover Letter