ABOUT FANDUEL GROUP

FanDuel Group is a world-class team of brands and products all built with one goal in mind — to give fans new and innovative ways to interact with their favorite games, sports, teams, and leagues. That’s no easy task, which is why we’re so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance and paid leave policies, we’re 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 and Scotland. Our brands include:

  • FanDuel — A game-changing real-money fantasy sports app
  • FanDuel Sportsbook — America’s #1 sports betting app
  • TVG — The best-in-class horse racing TV/media network and 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 and affiliate of FanDuel Group 
  • PokerStars — The premier online poker product and affiliate of FanDuel Group 

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

We’re looking for a Customer Experience Recovery Manager to help us build processes and 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 and managing the customer experience recovery team, training new recovery agents to provide the highest standards of customer service and ensuring that all company policies and processes are followed. Additional tasks comprise of:

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

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

  • Develop and Manage a high performing team of experience recovery agents
  • Drive rapid resolution for issues and inquiries, to help exceed customer expectations, and help rebuild customer trust when they experience a less than ideal experience
  • Coach, manage and develop customer experience recovery agents, including weekly 1 to 1 meetings with direct reports
  • Analyze team performance indicators to ensure support volume and quality of interactions are meeting standards
  • Establish and update support policies and procedures to meet the needs of staff, customers, and the business
  • Own escalations from all channels including, FanDuel leadership, BBB, State Regulatory Agencies, FanDuel’s Compliance Team and other groups across FanDuel
  • Present customer experience enhancements or solutions to relevant business stakeholders
  • Managing the recruitment process, including interviewing and hiring new experience recovery agents
  • Determine Team needs based on key metrics and performance indicators
  • Spearhead sharing user insights and trends to all areas of the business including product, marketing, and 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 and other interaction reporting across the business
  • Partner with Compliance and Leadership to define standard summaries of escalation resolutions for use with state regulators and 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 and understanding of the DFS, Sports betting, Casino, or horse racing industry required
  • Associates or Bachelor’s degree preferred
  • Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
  • Ability to work in a fast-paced working environment with a lot of ambiguity
  • Proficiency in data gathering and analysis
  • Ability to learn and adapt to changing software
  • Availability to work flexible hours that include nights and weekends
  • Excellent communication skills, specifically with key business stakeholders
  • Empathy, curiosity, humility and flexibility
  • Thorough knowledge of sports and gaming and/or FanDuel
  • Proven ability to problem-solve and 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 and fun environment committed to driving real growth
  • Opportunities to build really cool products that fans love
  • Mentorship and professional development resources to help you refine your game
  • Flexible vacation allowance to let you refuel
  • Hall of Fame benefit programs and platforms

FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and 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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