Sr Manager, Customer Experience
About the position Responsibilities • Responsible for managing Customer Experience Team Leads, Operations Specialists, and a team of Customer Experience agents. • Spearhead sharing user insights and trends to all areas of the business including product, marketing, and operations. • Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals. • Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing customer base. • Establish and update support policies and procedures to meet the needs of staff, customers, and the business. • Recruit, interview, and hire new customer experience leads and agents. • 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. • Develop and coach leads on analytics requirements, escalation procedures, and coaching best practices. • Determine the customer experience team needs based on key metrics and performance indicators. • Quarterback critical site issues and escalate to the proper channels to ensure a timely resolution. • Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards. • 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. • Must be open to occasional travel to Fanatics Betting & Gaming offices and other locations for conferences, events, meetings, and team building activities. Requirements • 5+ years' experience in operations. • 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. • Experience running a market-leading operations team within the online arena 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). • 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. • 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. • Experience in online Poker, online Casino, online Sportsbook, and all platform variants preferred. • Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. • Bachelor's/University degree or equivalent experience, potentially Masters degree and managerial experience. Benefits • Medical • Dental • Vision • 401K • Paid time off • Wellhub • Pet Insurance • Family Care Benefits • Free Shipt deliveries • $700 to set up your home office Apply tot his job Apply tot his job