---
title: 'Manager, Customer Experience at Fanatics Betting & Gaming'
canonical: 'https://feeny.ai/job/manager-customer-experience-fanatics-betting-gaming-jersey-city-nj-ync9xzdka6fj'
type: 'job'
last_seen: '2026-09-07'
---

# Manager, Customer Experience at Fanatics Betting & Gaming

- **Company:** Fanatics Betting & Gaming
- **Location:** Jersey City NJ, United States
- **Compensation:** $107k–$130k
- **Posted:** 2026-08-26
- **Last confirmed live:** 2026-09-07
- **Apply:** https://job-boards.greenhouse.io/fanaticsfbg/jobs/4383762009

## Job description

## About Us

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering 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 approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

## About the Team

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.

## Overview

As a Manager, Customer Experience at Fanatics Betting & Gaming (FBG), you will help lead the sportsbook & casino customer experience function. A critical element of this role is ensuring that FBG customers remain satisfied throughout their experience.

In this role, you’ll be a leader within the customer experience team, managing a team of Customer Experience Team Leads, Operations Specialists, and Customer Experience Agents. You will obsess over relentlessly enhancing the fan experience and ensure our customer experience team is equipped to provide the highest standard of customer care.

This role requires a highly analytical, consultative leader who can translate customer data and operational insights into strategic recommendations and cross-functional action plans.

You will identify departmental needs and help shape operational and product opportunities. Lastly, you will leverage your skills and experience to participate in cross-functional initiatives and play a critical role in translating customer feedback into actionable solutions across frontline, product, and engineering teams.

## Responsibilities

- Manage and develop Customer Experience Team Leads, fostering a culture of accountability, continuous improvement, and customer-centric thinking
- Synthesize user insights and trends into clear, actionable recommendations that influence product, marketing, and operational strategy
- Partner with cross-functional teams to diagnose customer journey gaps, prioritize opportunities, and drive execution against a strategic roadmap
- Drive a culture of rapid issue resolution while identifying systemic improvements to reduce future customer friction
- Establish and evolve support policies and procedures to meet the needs of staff, customers, and the business
- Recruit, interview, and hire Customer Experience leads and agents
- Train managers on standard policies and procedures while coaching them to think creatively and strategically about improving customer interactions
- Develop and coach leads on analytics requirements, escalation procedures, and coaching best practices
- Translate key metrics and performance data into resourcing strategies, process improvements, and experience enhancements
- Quarterback critical site issues and escalate to the appropriate channels to ensure timely resolution
- Analyze performance data to uncover root causes, identify trends, and recommend scalable solutions that improve efficiency and customer satisfaction
- Use data-driven storytelling to influence senior stakeholders and drive alignment on customer experience priorities
- Ensure the team follows all internal and external guidelines and regulations
- Partner with business leaders to deliver key initiatives, support employee development, and build succession plans within the organization
- Travel occasionally to Fanatics Betting & Gaming offices and other locations for conferences, events, and team activities

## Qualifications

- 5+ years of experience in operations, customer experience, strategy, or business operations roles
- Experience in consulting, strategy, business operations, or similar roles that required translating data into business recommendations is highly valued
- Demonstrated ability to lead large, diverse teams in a fast-paced, technology-driven environment
- Strong analytical and problem-structuring skills, with the ability to break down ambiguous problems and develop actionable solutions from complex datasets
- Strategic thinker with a structured approach to problem solving and a proven ability to translate insights into executable, cross-functional initiatives
- Comfortable working in ambiguity and influencing without direct authority across multiple stakeholders
- Exceptional communication skills, with the ability to synthesize insights and present clear, compelling recommendations to leadership
- Experience building, scaling, or optimizing operational teams in a high-growth environment preferred
- Entrepreneurial mindset with a passion for building and improving processes in a dynamic business
- Deep empathy for the customer experience, consistently evaluating decisions through a customer-first lens
- Highly organized with strong attention to detail, while able to operate effectively from strategy through execution
- Collaborative leadership style with the ability to drive teams toward outcomes and deadlines
- High curiosity and a proactive approach to learning, connecting insights, and identifying opportunities for improvement
- Affinity for leveraging technology as a driver of customer experience improvements
- Knowledge of online gaming, sportsbook, payments, or fraud systems is a plus
- Bachelor’s degree or equivalent experience required; advanced degree a plus

Additional Requirements

- Must be able to obtain and maintain any required gaming licenses as mandated by state regulatory bodies

Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.

For information about our benefits, please visit https://benefitsatfanatics.com/ Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual offer is confirmed. In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/

Salary Range $107,000—$130,000 USD

By submitting your application, you agree to our terms of service and acknowledge you have read our [Candidate Privacy Policy.](https://static1.squarespace.com/static/5ff494b9931735466ce28d5b/t/69de53bde2c02c25e9c38758/1776178110037/Candidate+Privacy+Policy+April+2026.pdf)

## About Fanatics Betting & Gaming

## Company Overview
- **One-liner**: Fanatics Betting & Gaming is the online and retail sports betting and iGaming subsidiary of Fanatics, building a real-money wagering platform that integrates with the broader Fanatics ecosystem of commerce and collectibles.
- **Entity Type**: Private (subsidiary of Fanatics Inc., which is also private)
- **Headquarters**: New York, New York, USA
- **Founded**: 2021
- **Founders**: Michael Rubin (Founder & CEO of Fanatics)

## Core Business
- **Primary industry**: Online Sports Betting & iGaming (Real-Money Wagering)
- **Target customers**: B2C — sports fans and bettors in the United States
- **Mission or purpose statement**: "Relentlessly enhancing the fan experience" by allowing sports fans to buy, collect, and bet through a unified digital platform.

## Products & Services
- **Fanatics Sportsbook**: A native iOS and Android mobile app for online sports betting, available in 23 states and Washington D.C., covering approximately 95% of the U.S. addressable online sports bettor market. Features include "Fair Play" (refunds single-player prop bets if a player is ruled out early) and "FanCash" (up to 10% cashback on every bet, win or lose, redeemable for merchandise, collectibles, and bonus bets).
- **Fanatics Casino**: An online casino platform available in Michigan, New Jersey, Pennsylvania, and West Virginia, offering slots, blackjack, roulette, live dealer games, and exclusive titles from Fanatics Game Studios (e.g., Fanatics Blackjack, Field Goal Frenzy).
- **Retail Sportsbooks**: Operates 22 retail sports betting locations, including the only sportsbook inside an NFL stadium (Northwest Stadium).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed for Fanatics Betting & Gaming as a standalone entity. Fanatics Inc. was valued at $31 billion in a 2022 funding round, though more recent reports suggest a lower valuation in private markets.
- **Key Metric**: Total Funding — Fanatics Inc. has raised significant capital (over $7 billion in total) from investors; FBG is funded internally by Fanatics.
- **Notable Investors/Partners**: Fanatics Inc. investors include Silver Lake, Fidelity Management & Research, SoftBank Vision Fund, BlackRock, and the National Football League (NFL). FBG partners with over 900 sports properties, including major leagues (NFL, NBA, MLB, NHL), players associations, teams, and colleges.
- **Growth Signals**: Claims to be "the fastest growing sportsbook in America." Acquired PointsBet's U.S. business in August 2023 (final state closed April 2024), accelerating market expansion and integrating PointsBet's risk management and trading technology from Banach Technology. 75% of Sportsbook customers use FanCash monthly, with up to 10% of FanCash redeemed on Fanatics.com.

## Competitive Advantages
- **Ecosystem Integration**: Uniquely positioned as the first true sports brand to enter legal sports betting, FBG is tightly integrated with Fanatics Commerce (licensed fan gear, Lids retail stores) and Fanatics Collectibles (trading cards, memorabilia). FanCash can be used across the entire ecosystem, creating a powerful loyalty loop.
- **Massive Existing User Base**: Fanatics has a database of over 100 million global sports fans, providing a built-in acquisition channel that competitors lack.
- **Proprietary Technology**: Built natively on iOS and Android for superior user experience. Acquired Banach Technology (via PointsBet) for advanced quantitative trading and risk management models.
- **Innovative Product Features**: "Fair Play" and "FanCash" are unique differentiators that reduce bettor frustration and increase loyalty.

## Strategic Focus
- **Market Expansion**: Continuing to launch in new states as legalization expands. Recently launched Fanatics Casino web version and standalone app (March 2025).
- **Product Enhancement**: Deepening personalization through the Fanatics ecosystem, leveraging data from commerce and collectibles to offer tailored betting experiences. Investing in exclusive casino game development via Fanatics Game Studios.
- **Technology Leadership**: Building on the Banach Technology acquisition to improve trading, risk management, and in-play betting capabilities.
- **Prediction Markets**: Expanding into prediction markets as part of the broader Fanatics platform.

## Why Work Here
- **Culture**: Described as "fast-paced," "intense," and "relentless" — employees are expected to "jump in at a moment's notice to deliver the win." The company emphasizes a "By Fans, For Fans" ethos and seeks high performers who are passionate about sports and technology.
- **Remote/Hybrid Policy**: Many engineering and corporate roles are listed as "Remote (US)" on the careers page, though some roles may be office-based in New York, Denver, Leeds, or Dublin.
- **Notable Perks**: Opportunity to work at the intersection of sports, technology, and gaming. Employees get to be part of a company that owns the only sportsbook inside an NFL stadium. The company emphasizes employee welfare, wellness, and professional development.
- **Engineering Culture**: Heavy investment in native mobile development (iOS/Android), data engineering, machine learning, and trading systems. Roles include Analytics Engineer, Machine Learning Engineer, Data Platform Engineer, and Engineering Manager for Market Maker.

## Sources
1. [fanaticsinc.com](https://www.fanaticsinc.com/fanatics-betting-gaming)
2. [fanaticsinc.com](https://www.fanaticsinc.com/fanatics-sportsbook-online-experience)
3. [fanaticsinc.com](https://www.fanaticsinc.com/join-our-team)
4. [greenhouse.io](https://job-boards.greenhouse.io/fanaticsfbg)
5. [fanaticsinc.com](https://www.fanaticsinc.com/)

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