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FanDuel // one-day fantasy sports
 
New York, New York    Posted: Wednesday, September 07, 2022
 
   
 
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JOB DETAILS
 

ABOUT FANDUEL GROUP

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.

Our brands include:

  • FanDuel  A game-changing real-money fantasy sports app
  • FanDuel Sportsbook  Americas #1 sports betting app
  • FanDuel TV  "The Bettor Sports Network" bringing live sports & interactive content to the games fans care about most
  • 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

THE POSITION: 
Our roster has an opening with your name on it

We are looking for a Commercial Senior Manager Customer Experience for FanDuel Casino to lead the operational performance & effective running of the Casino business. This role will be critical at driving excellence in all elements of the customer experience, connecting internal & external teams & driving action to deliver the best experiences possible for our players.

THE GAME PLAN:
Everyone on our team has a part to play

In this role, you will

  • Be the Casino Commercial representation for our players across the organization
  • Work closely with Customer Service teams to understand players issues & raise them to relevant teams around the business for solution
  • Work closely with Product, Content & Tech teams to ensure any player issues with the Product are identified properly & raised through appropriate channels (internal & external) to expedite solutions
  • Communicate & escalate where necessary key issues facing customers & our plan for solving them
  • Own & run the Voice of the Customer program of work, collaborating with Marketing & Research teams to ensure we understand our customers experiences in depth & take actions when needed
  • Build relationships & processes with teams across the organization to create smoother & faster solutions to issues when they occur
  • Champion the Casino player & experiences to drive education & change in key areas of the business
  • Work with market insights & marketing teams to create Casino Player Sessions both virtually & in-person, to understand customer behaviour & sentiment in greater depth
  • Constantly build & communicate competitor insights & understanding of what best-in-class looks like from a player experience perspective

THE STATS:
What we're looking for in our next teammate

  • Minimum 2 years experience in either Retail Gaming / Sports Betting or iGaming, ideally in a customer-facing role
  • Be able to show clear examples of ownership & taking responsibility of issues/projects from end to end
  • Extremely well-organized with a natural ability to build process & structure to deliver meaningful results & influence change
  • Show exceptional levels of communication both internally & externally, ensuring clear & consistent messages to other teams
  • Be able to build positive & effective relationships across the organization to have a meaningful effect on all elements of the player experience
  • Have passion for driving best-in-class customer experiences & drive that in everything that you do
  • Be able to work at pace when required, with the ability to drive collaboration & progress between cross-functional teams in a short timespan

THE CONTRACT: 
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.

#LI-Hybrid

 
 
 
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