Events  Deals  Jobs 
    Sign in  
FanDuel // one-day fantasy sports
Jersey City, New Jersey    Posted: Friday, February 12, 2021
Apply To Job


FanDuel Group is a world-class team of brands & products all built with one goal in mind  to give fans new & innovative ways to interact with their favorite games, sports, teams, & leagues. Thats no easy task, which is why were so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means well never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance & paid leave policies, were committed to making sure our employees get as much out of FanDuel as we ask them to give.

FanDuel Group is based in New York, with offices in California, New Jersey, Florida, Oregon & Scotland. Our brands include:

  • FanDuel  A game-changing real-money fantasy sports app
  • FanDuel Sportsbook  Americas #1 sports betting app
  • TVG  The best-in-class horse racing TV/media network & betting platform
  • FanDuel Racing  A horse racing app built for the average sports fan
  • FanDuel Casino & Betfair Casino  Fan-favorite online casino apps
  • FOXBet A world-class betting platform & affiliate of FanDuel Group 
  • PokerStars The premier online poker product & affiliate of FanDuel Group 

Our roster has an opening with your name on it

Were looking for an experienced operational leader to take our call center to the next level by creating a game changing customer experience focused on improving customer loyalty, retention, & growth across the FanDuel portfolio.  In this critical senior leadership role, you will be at the center of all customer service operations for a sizable organization (300+ employees with projected double-digit growth annually). The work you do at FanDuel will positively influence the lives of millions of sports fans every day.

Everyone on our team has a part to play

  • Oversee all operational activities for the call center to ensure agents are delivering a best-in-class experience measured through customer satisfaction & other key metrics
  • Evaluate the existing call center experience across all channels & identify areas that can be improved through additional training, process improvements, workflow changes, & technology
  • Deliver a weekly Customer Service summary to FanDuels cross-functional executive leadership team
  • Conduct monthly & quarterly business reviews with leadership from customer service, product, engineering, marketing & the c-suite to increase awareness & inform decision making
  • Implement effective customer service metrics to optimize the call center across all channels
  • Review the current site strategy & make recommendations to restructure the call center to best support the customer & employee experience
  • Determine the optimal team structure & future capacity needs based on business objectives to scale the team through hyper-growth
  • Develop an operating model with accountable processes to deliver on the customer service vision in a repeatable & scalable way
  • Promote & implement tools & methodologies that generate process improvements required to achieve standardization, efficiency, & scale
  • Partner with engineering, product & marketing teams to successfully launch new programs
  • Partner with HR to create career development plans for all agent tiers to retain talent & scale growth
  • Identify agent training needs & partner with the Director of Training to create effective training materials
  • Identify business continuity risks & develop a call center disaster recovery plan
  • Manage the escalation of highly complex customer service issues
  • Deepen employee engagement & foster a mission-focused culture of learning, growth, diversity, success, & accountability

What we're looking for in our next teammate 

Basic stats:

  • Bachelors degree or equivalent work experience
  • Expert knowledge of call center technologies, workforce management tools & CRMs
  • 10+ years demonstrated success leading large-scale customer service operations
  • 5+ experience in a senior leadership role for a multi-site call center operation (500+ agents)
  • Strong problem-solving skills, very proactive, willing to take ownership
  • Superior time management, resource management, & prioritization skills

Preferred stats:

  • Masters degree preferred
  • A passion for mentoring & inspiring call center agents to reach their full potential
  • Previous experience in a fast paced, rapid growth, customer centric environment
  • Ability to communicate to all levels of stakeholders & create trusted partnerships across the organization 
  • Strong operational mindset focused on identifying trends for current & future state operational needs
  • Proven track record of building high performing teams both virtual & non-virtual
  • Experience building a vendor management program & team
  • Experience in the gaming industry a major plus

We treat our team right

Competitive compensation is just the beginning. As part of our team, you can expect:

  • An exciting & fun environment committed to driving real growth
  • Opportunities to build really cool products that fans love
  • Mentorship & professional development resources to help you refine your game
  • Flexible vacation allowance to let you refuel
  • Hall of Fame benefit programs & platforms

FanDuel Group is an equal opportunities employer. Diversity & inclusion in FanDuel means that we respect & value everyone as individuals. We don't tolerate bias, judgement or harassment.  Our focus is on developing employees so that they reach their full potential.

Apply To Job
© 2021 GarysGuide      About    Feedback    Press    Terms