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Manager, Customer Experience - Job Opportunity at FBG Enterprises Opco, LLC

Jersey City, United States
Full-time
Senior
Posted: March 1, 2025
Hybrid
USD 107,000-160,000 per year

Benefits

Comprehensive medical, dental and vision coverage competitive with industry standards
401(k) retirement plan with company match
Generous PTO policy supporting work-life balance
Innovative pet insurance offering indicating progressive benefits approach
Family care benefits package demonstrating commitment to work-life integration
Home office setup allowance of $700 showing remote work support
Wellhub wellness program emphasizing employee health focus
Free Shipt deliveries providing lifestyle convenience
Annual bonus program indicating performance-based compensation
Equity awards demonstrating long-term investment in employees

Key Responsibilities

Lead and develop customer experience team including Team Leads, Operations Specialists, and Agents with focus on performance optimization
Drive strategic customer insights across product, marketing and operations teams to influence business decisions
Establish and evolve support policies aligned with business growth objectives
Manage recruitment and development of customer experience talent pipeline
Oversee customer service quality metrics and performance analytics
Lead critical incident response and escalation management
Direct cross-functional collaboration for customer journey improvements
Ensure regulatory compliance and risk management in customer operations
Develop succession planning and team growth strategies
Champion customer-centric culture and service excellence initiatives

Requirements

Education

Bachelor's/University degree or equivalent experience, potentially Masters degree

Experience

5+ years experience in operations

Required Skills

Authentic people leadership Operations team management Customer experience optimization Cross-functional collaboration Analytics and data interpretation Strategic thinking and execution Communication skills (written and verbal) Problem-solving abilities Technology affinity Gaming industry knowledge preferred

Certifications

State racing and gaming regulatory bodies licensing requirements
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Sauge AI Market Intelligence

Industry Trends

The sports betting and gaming industry is experiencing rapid expansion following regulatory changes, creating increased demand for customer experience leadership roles. Digital transformation in gaming operations is driving need for leaders who can balance traditional service metrics with innovative digital-first approaches. Regulatory compliance requirements are becoming more complex, particularly in multi-state operations, elevating the importance of risk-aware customer experience management. The convergence of sports entertainment and gaming is creating unique customer service challenges requiring specialized expertise.

Salary Evaluation

The offered salary range of $107,000-160,000 is aligned with market rates for senior CX management roles in the gaming industry, with potential for higher total compensation through bonus and equity components. The range accommodates varying experience levels and reflects the specialized nature of gaming industry expertise.

Role Significance

Leading a multi-tier team structure including Team Leads, Operations Specialists, and Customer Experience Agents, typically managing 30-50 total team members in a growing operation.
Senior management position with direct influence on customer satisfaction metrics and business growth outcomes. Role carries significant responsibility for team development and operational excellence.

Key Projects

Customer experience platform optimization and integration initiatives Service quality measurement and improvement programs Team development and training system implementation Cross-functional customer journey enhancement projects Regulatory compliance and risk management programs

Success Factors

Deep understanding of gaming industry regulations and compliance requirements Proven ability to scale customer service operations in high-growth environments Strong data-driven decision-making capabilities with focus on customer metrics Excellence in people leadership and team development Ability to influence cross-functional stakeholders and drive change

Market Demand

High demand position due to sports betting market expansion and limited talent pool with combined gaming industry and customer experience leadership expertise. Multi-state operational growth is driving increased need for experienced customer experience leaders.

Important Skills

Critical Skills

Gaming industry regulatory knowledge due to complex multi-state compliance requirements Customer experience leadership in high-volume digital operations Data analytics capabilities for performance optimization Change management skills for rapid growth environment

Beneficial Skills

Sports industry knowledge and passion Experience with fraud prevention and risk management Technical platform implementation expertise Multi-language capabilities for diverse customer base

Unique Aspects

Integration of traditional sports merchandise expertise with emerging betting operations
Extensive multi-state operational scope requiring complex regulatory navigation
Unique combination of digital and retail presence in sports betting market
Strong emphasis on data-driven decision making and customer insight utilization

Career Growth

Typical progression to director level within 2-3 years, depending on business growth and performance

Potential Next Roles

Director of Customer Experience VP of Operations Head of Gaming Operations Chief Customer Officer

Company Overview

FBG Enterprises Opco, LLC

Fanatics Betting & Gaming represents a strategic expansion of Fanatics Holdings Inc. into the sports betting market, leveraging their established digital sports platform and customer base.

Rapidly expanding presence in the sports betting market with operations in 21 states, representing significant market penetration and growth potential.
Strong East Coast presence with operations across multiple states and strategic retail locations, including unique positioning as the only sportsbook inside an NFL stadium.
Fast-paced, technology-driven environment with emphasis on innovation and customer-centricity, balanced with strong focus on employee development and inclusion.
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