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FanDuel // one-day fantasy sports
 
New York    Posted: Thursday, November 19, 2020
 
   
 
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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.

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 

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

Were looking for a Customer Experience Recovery Manager to help us build processes & a team to manage high profile customer experience challenges. The Customer Experience Recovery Manager is responsible for correcting customer experiences that have been below our standards. Duties include, but are not limited to, supervising & managing the customer experience recovery team, training new recovery agents to provide the highest standards of customer service & ensuring that all company policies & processes are followed. Additional tasks comprise of:

  • Developing new & improved processes for handling customer escalations from FanDuel executives, industry regulators & other sources
  • Responding to industry regulator inquiries in partnership with FanDuels compliance team
  • Defining processes for identifying & reaching out to customers who were provided experiences lower than our standards when reaching out to support, & proactively reaching out to resolve their issues correctly
  • Partnering cross-functionally to identify causes of customer escalations & steps to eliminate process breaks that lead to them

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

  • Develop & Manage a high performing team of experience recovery agents
  • Drive rapid resolution for issues & inquiries, to help exceed customer expectations, & help rebuild customer trust when they experience a less than ideal experience
  • Coach, manage & develop customer experience recovery agents, including weekly 1 to 1 meetings with 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
  • Own escalations from all channels including, FanDuel leadership, BBB, State Regulatory Agencies, FanDuels Compliance Team & other groups across FanDuel
  • Present customer experience enhancements or solutions to relevant business stakeholders
  • Managing the recruitment process, including interviewing & hiring new experience recovery agents
  • Determine Team needs based on key metrics & performance indicators
  • Spearhead sharing user insights & trends to all areas of the business including product, marketing, & operations
  • Work autonomously with various business leaders to accomplish key business initiatives
  • Develop processes to proactively identify customers in need of experience recovery from customer survey responses & other interaction reporting across the business
  • Partner with Compliance & Leadership to define standard summaries of escalation resolutions for use with state regulators & sharing with FanDuel leadership

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

  • 5+ years of experience as a Manager preferred
  • 5+ years of Customer Support required
  • Knowledge & understanding of the DFS, Sports betting, Casino, or horse racing industry required
  • Associates or Bachelors degree preferred
  • Licensure: Must be able to pass required licensing as mandated by various state racing & gaming regulatory bodies
  • 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

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.

 
 
 
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