Manager, Customer Experience

Company OverviewFanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans, a global partner network with over 900 sports properties, including major national and international professional sports leagues, teams, players associations, athletes, celebrities, colleges, and college conferences, and over 2,000 retail locations, including its Lids retail business stores.As a market leader with more than 18,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.Position OverviewFanatics Betting and Gaming (FBG) is searching for a Manager of Customer Experience to lead the Sportsbook/iCasino 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 leading the customer experience team, training new customer service advocates to provide the highest standards of customer experience, and ensuring that all company policies and processes are followed. Additional tasks include handling escalated customer inquiries, identifying and attending to departmental needs, and providing input on business and product issues. Highly qualified candidates will be able to leverage their skills and experience to participate in cross-functional initiatives and play a critical part in sharing customers feedback with our frontline, product, and engineering functions to work toward solutions to improve the customer experience.What You’ll do…Responsible for Managing Customer Experience Advocates.Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing community of Fanatics Fans.Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards.Establish and update support policies and procedures to meet the needs of staff, customers, and the business.Recruit, interview, and hire new customer experience advocates.Determine the customer experience team needs based on key metrics and performance indicators.Spearhead sharing user insights and trends to all areas of the business including product, marketing, and operations.Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution.Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals.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.What you bring...5+ years' experience in call center operations.Experience running a market-leading operations team within the online arena preferred.Experience in online Poker, online Casino, online Sportsbook, and all platform variants 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 excitement about the challenges that come along with building a disruptive and dynamic business.Salary:

$90,000 - $120,000 a yearEnsure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics or Fanatics Brand email address (this includes @betfanatics.com). For added security, where possible, apply through our company website at

www.fanaticsinc.com/careers .Tryouts are open at Fanatics! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.Fanatics is committed to responsible planning and purchasing (RPP) practices, working with its business partners across its global and multi-layered supply chain, to ensure that planning, sourcing, and purchasing decisions, along with other supporting processes, do not impede or conflict with the fulfillment of Fanatics’ fair labor practices.NOTICE TO CALIFORNIA RESIDENTS/APPLICANTS : In connection with your application, we collect information that identifies, reasonably relates to or describes you (“Personal Information”). The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. For additional information on how we collect and use personal information in connection with your job application, review our

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