Manager, Customer Experience

Fanatics Sportsbook

Denver, CO, United States
On-site
8+ years in operations or customer experience
Lead diverse teams in fast-paced tech environment
Translate data into strategic business recommendations
This role requires a highly analytical, consultative leader who can translate customer data and operational insights into strategic recommendations

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 while fostering a culture of accountability.
  • The position involves partnering with cross-functional teams to diagnose customer journey gaps and drive execution against a strategic roadmap.

Matching Summary

This role requires a highly analytical, consultative leader who can translate customer data and operational insights into strategic recommendations.

Skills & Requirements

Must-have

  • 8+ years in operations or customer experience
  • Lead diverse teams in fast-paced tech environment
  • Translate data into strategic business recommendations
  • Manage Customer Experience Team Leads and agents
  • Drive cross-functional initiatives for customer journey

Nice-to-have

  • Experience in online gaming or sportsbook systems
  • Knowledge of payments or fraud systems
  • Entrepreneurial mindset with process improvement passion
  • Ability to influence without direct authority
  • Deep empathy for customer-first decision making

Key Requirements

  • Bachelor's degree required; advanced degree preferred
  • Must be able to obtain and maintain gaming licenses
  • 8+ years of relevant experience in operations or CX
  • Strong analytical and problem-structuring skills

Work Rights

Must be able to obtain and maintain state gaming licenses

Tailored Resume

Cover Letter