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 an experienced operational leader to take our call center to the next level by creating a game changing customer experience focused on improving customer loyalty, retention, and growth across the FanDuel portfolio.  In this critical senior leadership role, you will be at the center of all customer service operations for a sizable organization (300+ employees with projected double-digit growth annually). The work you do at FanDuel will positively influence the lives of millions of sports fans every day.

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

  • Oversee all operational activities for the call center to ensure agents are delivering a best-in-class experience measured through customer satisfaction and other key metrics
  • Evaluate the existing call center experience across all channels and identify areas that can be improved through additional training, process improvements, workflow changes, and technology
  • Deliver a weekly Customer Service summary to FanDuel’s cross-functional executive leadership team
  • Conduct monthly and quarterly business reviews with leadership from customer service, product, engineering, marketing and the c-suite to increase awareness and inform decision making
  • Implement effective customer service metrics to optimize the call center across all channels
  • Review the current site strategy and make recommendations to restructure the call center to best support the customer and employee experience
  • Determine the optimal team structure and future capacity needs based on business objectives to scale the team through hyper-growth
  • Develop an operating model with accountable processes to deliver on the customer service vision in a repeatable and scalable way
  • Promote and implement tools and methodologies that generate process improvements required to achieve standardization, efficiency, and scale
  • Partner with engineering, product and marketing teams to successfully launch new programs
  • Partner with HR to create career development plans for all agent tiers to retain talent and scale growth
  • Identify agent training needs and partner with the Director of Training to create effective training materials
  • Identify business continuity risks and develop a call center disaster recovery plan
  • Manage the escalation of highly complex customer service issues
  • Deepen employee engagement and foster a mission-focused culture of learning, growth, diversity, success, and accountability

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

Basic stats:

  • Bachelor’s degree or equivalent work experience
  • Expert knowledge of call center technologies, workforce management tools and CRMs
  • 10+ years demonstrated success leading large-scale customer service operations
  • 5+ experience in a senior leadership role for a multi-site call center operation (500+ agents)
  • Strong problem-solving skills, very proactive, willing to take ownership
  • Superior time management, resource management, and prioritization skills

Preferred stats:

  • Masters degree preferred
  • A passion for mentoring and inspiring call center agents to reach their full potential
  • Previous experience in a fast paced, rapid growth, customer centric environment
  • Ability to communicate to all levels of stakeholders and create trusted partnerships across the organization 
  • Strong operational mindset focused on identifying trends for current and future state operational needs
  • Proven track record of building high performing teams – both virtual and non-virtual
  • Experience building a vendor management program and team
  • Experience in the gaming industry a major plus

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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