Customer Experience Manager

Manager Of Customer Experience

As a Manager of Customer Experience at Fanatics Betting & Gaming, 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.

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.

Qualifications

The base salary range for this role is $107,000-$160,000 per year, depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming annual bonus program.

In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like Wellhub, Pet Insurance, Family Care Benefits, Free Shipt deliveries, and more. We'll also give you $700 to set up your home office!