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, Atlanta, 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 are looking for a Customer Operations Director who will be responsible for overseeing our all-star team who provides effective and unrivaled customer experience to our US players. This includes protecting the interests of players and minimizing repetitional damage and financial risk by enforcing game rules to combat all forms of financial fraud and providing a safe and reliable environment to our players and providing support to players on their queries. The Customer Operations Director will have the opportunity to work in a fast-paced environment, while also partake in developing and executing strong operational processes.

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

  • Responsible for contact center and contact center operations
  • Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution
  • Lead multifaceted group of high performing individuals
  • Act as key point of contact for all Customer Operations issues
  • Support the strategic direction of the overall Operations and business goals
  • Work with various business leaders to accomplish key business initiatives
  • Determine Support Team needs based on key metrics and performance indicators
  • Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering outstanding support to our growing community of avid sports fans
  • Ensure employee development and establish succession planning within reporting lines
  • Coach, manage and develop customer operations agents, leads, supervisors and managers
  • Ensure the team follows all internal and external guidelines and regulations

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

  • 7+ years’ experience in call center operations
  • Experience running a market leading operations team within the online arena preferred
  • Ability to articulate a plan, motivate, manage and develop a team to achieve and deliver an exceptional customer experience
  • Detailed experience of online Poker, online Casino, online Sportsbook, and all platform variants preferred
  • Demonstrable track record of effective leadership of large, and culturally diverse teams in a fast paced, technology driven environment
  • Strong customer service mentality with first-rate attention to detail
  • Excellent ability to analyze and review team performance
  • A passion for mentoring and inspiring contact center agents to reach their full potential
  • Ability to work cross functionally supporting both internal and external teams
  • Previous experience in a fast paced, rapid growth, customer centric environment
  • Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems and reports preferred
  • Proven track record of high team performance and customer experience improvements

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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