Senior Customer Operations Product Partner, Casino

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.

Our brands include:

• FanDuel — A game-changing real-money fantasy sports app
• FanDuel Sportsbook — America’s #1 sports betting app
• FanDuel TV — "The Bettor Sports Network" bringing live sports and interactive content to the games fans care about most
• 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

As a Customer Operations Product Partner, you will be responsible for overseeing the relationship between Customer Operations and all departments (Product, Commercial, Marketing, Engineering, Design, Operational Readiness, Fraud and Payments) associated with the Online Casino products that directly impact Customer Operations and Customer Experience. You will be responsible for the ongoing improvement with a focus on the following areas: Voice of the Customer, Customer Experience, Customer Operations Key Initiatives and Customer Experience Analytics for the Online Casino products. You will be expected to drive material initiatives across key stakeholders to drive the importance of improving customer experience and journeys that are directly affected by different departments within your product area. You will need to demonstrate strategic influence at all levels, to gain support and alignment on resource requirements for key CX initiatives, designed to constantly enhance customer journeys.

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

• Responsible for the creation, execution and aftercare of improvement projects within various parts of the Online Casino businesses that affect customers and customer operations.
• Analyze and recommend improvements to existing processes across various teams including but not limited to Marketing, Product, Commercial, Engineering, Fraud and Payments.
• Responsible for communicating with stakeholders within your product area on the needs of improvement within Customer Operations that will ensure an improved Customer Value and Customer Experience across the board.
• Build out a set of KPIs to monitor and track to report on the improvement of Customer Experience within your product areas.
• Initiate areas of improvement for Customer Experience, while working alongside the different teams in Customer Operations, and your product area to ensure valuable and prioritized Customer Experience projects are completed
• Gather needed data support and customer service support by working alongside other managers and analysts in Customer Operations and across the company to support priorities to improve Customer Experience within your product area
• Develop and maintain relationships with relevant stakeholders in order to gather all information needed to improve Customer Experiences, CS efficiency and scalability.
• Prepare materials for business reviews and lead operational planning meetings
• Contribute to ensuring key meetings have high impact on organization alignment and overall results
• Lead Customer Feedback meetings across the company to ensure full transparency of customer experience
• Develop strong collaborative, effective relationships across key stakeholder departments and teams.
• Be a strong advocate for CX at all times to all key stakeholder audiences.

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

• 3-5 years’ experience in a Customer Experience, Product or Project Management role, or similar
• Must be able to attain required regulatory licensure(s)
• Proficiency in MS Excel
• Experience in presentation and visualization skills
• Project Management experience preferred
• Effective communication skills to deliver actionable insights in a clear and understandable manner to decision-makers in non-customer facing departments
• Ability to work across teams, locations and time zones
• Critical thinking, proactivity, attention to details, go-getter attitude
• Be a strategic thinker, who can also execute

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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