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FanDuel // one-day fantasy sports
 
Jersey City, New Jersey    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 Customer Operations Manager to help manage the Customer Operations department. The Customer Operations Manager is responsible for ensuring that our fans remain insanely satisfied throughout their experience. Duties include, but are not limited to, supervising & managing the customer support team, training new agents & Supervisors to provide the highest standards of customer service & ensuring that all company policies & processes are followed. Additional tasks comprise of handling escalated customer inquiries, identifying & attending to departmental needs, & providing input on business & product issues.

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

  • Manage a team of supervisors who oversee a team of agents & leads.
  • Ensure each team is rapidly resolving issues & inquiries, exceeding customer expectations, & delivering outstanding support to our growing community of avid sports fans
  • Coach, manage & develop customer operations agents, leads, & supervisors, including weekly 1-2-1 meetings with your direct reports
  • Analyze team performance indicators to ensure support volume & quality of interactions are meeting standards
  • Establish & update support policies & procedures to meet the needs of staff, customers, & the business
  • Resolve Manager escalated incidents (BBB, legal, etc.) & quality assure all Supervisor escalated incidents
  • Present customer experience enhancements or solutions to relevant business stakeholders
  • Managing the recruitment process, including interviewing & hiring new agents, leads & supervisors
  • Train Supervisors on analytics requirements, escalation procedures, & coaching best practices
  • Determine Support Team needs based on key metrics & performance indicators
  • Spearhead sharing user insights & trends to all areas of the business including product, marketing, & operations
  • Quarterback critical site issues & escalate to the proper channels to ensure a speedy resolution
  • Work autonomously with various business leaders to accomplish key business initiatives

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

  • Minimum of 3 years of experience as a Supervisor preferred
  • At least 5 years of Customer Support required
  • Knowledge & understanding of the DFS, Sportsbetting, Casino, or horse racing industry required
  • Associates or Bachelors degree preferred
  • Ability to work in a fast-paced working environment with a lot of ambiguity
  • Proficiency in data gathering & analysis
  • Ability to learn & adapt to changing software
  • Availability to work flexible hours that include nights & weekends
  • Excellent communication skills, specifically with key business stakeholders
  • Empathy, curiosity, humility & flexibility
  • Thorough knowledge of sports & gaming and/or FanDuel
  • Proven ability to problem-solve & think creatively
  • Experience with utilizing help desk software, such as ZenDesk
  • Multi-task abilities with a focus on quality of work
  • Licensure: Must be able to pass required licensing as mandated by various state racing & gaming regulatory bodies

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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