Sr. Manager, Customer Service

Our roster has an opening with your name on it!

FanDuel Sports Network’s mission is to build a transformative, participatory sports platform, anchored by the most exclusive and relevant live professional games, which provides fans a year-round opportunity to engage with content and communities they are most passionate about.

The Position:
FanDuel Sports Network is seeking a Sr. Manager, Customer Service to join our Customer Support team. Reporting to the Sr. Director, Customer Strategy, this role is highly focused on driving exceptional satisfaction for our customers. As a key member of our team, you lead and inspire a culture of customer obsession and excellence within the organization. This person is responsible for overseeing the day-to-day support operations, optimizing performance, analyzing key trends and data and implementing strategies to improve the overall customer experience. The ideal candidate has a strong background in television and streaming, is a self-starter, motivated, and has background analyzing data and turning learnings into actionable strategies. If you are a strategic thinker with a proven record in customer support leadership, we invite you to join our team to help elevate our game.

This role is located in The Woodlands, TX.

The Game Plan:
(What you will do)

• Spearhead the strategy and execution of Customer Success campaigns that deliver frictionless support experiences and improves overall customer satisfaction.
• Use data-driven insights to make informed decisions and implement proven customer success best practices.
• Collaborate closely with Product, Engineering, and other cross functional teams to advocate for customer needs and enhance the overall product experience.
• Identify opportunities to streamline processes, optimize resources, and drive continuous improvements.
• Serve as a point of escalation for critical business moments, collaborating with Product, Ops and PR to develop strategic messaging in real time.
• Supervise our support team to achieve SLA goals and improve workflow efficiencies.
• Conduct bi-weekly business meetings with 3rd party agencies to address and improve best practices, review regular performance metrics, and reinforce expectations.
• Understands and addresses customer experience outliers in real-time.
• Manage existing support tool suite and implement AI into workflows to expedite and streamline customer communications.
• Participate in various company initiatives and projects as requested.

The Stats:
(What to bring)

• 6 years of experience and a demonstrated track record of managing support teams and designing processes that improve customer experience, ideally in the entertainment or sports linear and/or streaming space.
• Proactive, results-oriented mindset, with a commitment to driving customer success and delivering against business objectives.
• Excellent communicator both verbally and written with an ability to convey insights and strategies to cross functional teams.
• A cross functional collaborator with a positive attitude and challenges the status quo.
• A creative problem solver and conflict resolution skills.
• Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs.
• Experience with Salesforce Service Cloud, Quiq, Sprinklr, Excel, Tableau.
• Knowledge of sports and/or an avid sports fan engaged with NBA, NHL, and MLB.
• Strong organizational and multitasking skills, and who knows how to manage up.

The Company is committed to fair and equitable compensation practices. Final compensation for this role will be determined by various factors such as a candidates’ relevant work experience, skills, certifications, and geographic location. Full time positions are eligible for benefits that include participation in a retirement plan, life and disability insurance, health, dental and vision plans, flexible spending accounts, sick leave, vacation time, personal time, and parental leave.

FanDuel Sports Network, Independently Owned & Operated by Diamond Sports Group, L.L.C, is proud to be an Equal Opportunity Employer.

About us:
FanDuel Sports Network, Independently Owned & Operated by Diamond Sports Group, L.L.C, owns the Regional Sports Networks (RSNs), the nation’s leading provider of local sports. Its 17 owned-and-operated RSNs include: FanDuel Sports Network Detroit, FanDuel Sports Network Florida, FanDuel Sports Network Great Lakes, FanDuel Sports Network Indiana, FanDuel Sports Network Kansas City, FanDuel Sports Network Midwest, FanDuel Sports Network New Orleans, FanDuel Sports Network North, FanDuel Sports Network Ohio, FanDuel Sports Network Oklahoma, FanDuel Sports Network SoCal, FanDuel Sports Network South, FanDuel Sports Network Southeast, FanDuel Sports Network Southwest, FanDuel Sports Network Sun, FanDuel Sports Network West, and FanDuel Sports Network Wisconsin. The FanDuel Sports Network RSNs serve as the TV home to many MLB, NHL and NBA teams based in the United States.

FanDuel Sports Network also has a joint venture in Marquee, the home of the Chicago Cubs, and a minority interest in the YES Network, the local destination for the New York Yankees and Brooklyn Nets. Diamond RSNs produce approximately 5,000 live local professional telecasts each year in addition to a wide variety of locally produced sports events and programs each year.

If you like growth and working with dedicated, enthusiastic over-achievers, you'll enjoy your career with us!

It is the policy of FanDuel Sports Network to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, FanDuel Sports Network will provide reasonable accommodations for qualified individuals with disabilities.