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

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