About the job

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’re looking for an experienced and creative Content Management leader to take our digital customer experience to the next level by designing a game changing content strategy that makes it easier to get answers and learn about our products across the FanDuel portfolio. In this role, you will be working closely with other leaders across the Customer Operations and Marketing departments to develop a strategy to surface the appropriate content at the appropriate time to both customers and agents. This team will also be responsible for producing, editing, and approving all knowledge content for the Customer Operations organization, with the goal of producing clear, concise, and engaging content that provides easy answers and guidance for both external and internal users. Your work will be integral to reducing friction in the support experience and making FanDuel the gaming platform of choice for millions of sports fans every day.

THE GAME PLAN

Everyone on our team has a part to play

• Identify gaps in the customer education/self-help journey through quantitative and qualitative data - create a strategy for delivering timely and accurate content to both internal and external users
• Develop best in class content and educational materials, leveraging the right words, tone, and feeling to effectively represent FanDuel and make a meaningful connection with our diverse audience
• Work in tandem with the Director of Self-Service Strategy and other cross-functional partners to operationalize our self-service strategy, delivering the appropriate content across all appropriate touch points in the customer journey
• Define and measure core KPIs around content success – deliver regular reporting to senior leadership
• Through continuous testing and optimization, learn what content best drives comprehension with each type of audience and apply those learnings to achieve deflection targets and optimize for SEO/engagement
• Closely partner with cross-functional stakeholders to gain buy-in on priority initiatives and approaches, build out and document use cases, product needs, and supporting data requirements for required technology
• Actively manage a team of two Content Writers, build and grow the team to support current and future needs based upon business objectives

THE STATS

What we're looking for in our next teammate

• Minimum 6 years of experience in content strategy, with a minimum of three years leading a team
• Bachelor’s degree in Journalism, English, Communications, or related field preferred
• Exceptional written communication skills - ability to write and communicate clearly and concisely about complex technical concepts
• A love for storytelling in a simple, thoughtful, and visual manner
• Experience executing coordinated content strategies, and the ability to communicate across a broad audience base
• Understanding of adult learning concepts and methodologies
• Skilled at defining and prioritizing content opportunities, building feedback loops, and measuring success
• Continuous improvement mindset with the ability to lean on data and experimentation in making decisions
• Ability to influence without authority and create trusted partnerships across the organization
• Superior time management, resource management, and prioritization skills
• Previous external communications experience in a B2C technology company preferred
• Experience in the gaming or other highly regulated industry is a plus
• Proficiency with content or learning management software
• Track record developing and presenting strong business cases for executive audiences
• Experience building high performing teams – both virtual and non-virtual

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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