Self-Service Strategy Director

Atlanta Metropolitan Area

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


Our roster has an opening with your name on it

We’re looking for a Self-Service Strategy Director at the technical and operational level to take our digital customer experience to the next level by designing game changing self-service experiences that make it easier to get answers and resolve issues across the FanDuel portfolio. In this critical leadership role, you will be responsible for developing cutting-edge processes and technology that will reduce customer effort and help our customers find solutions to their needs without having to involve our customer support team. Through these industry-leading experiences, you will help solidify FanDuel as the gaming platform of choice for millions of sports fans every day.


Everyone on our team has a part to play

  • Review the digital service model from end-to-end and build a roadmap to drive efficiencies and automate processes for both customers and agents
  • Work with cross-functional partners to deliver context-driven content, precisely targeting customers during the right points in their journey to help them in their moments of need
  • Define user journeys that guide customers to digital channels during peak demand periods and provide customers with more timely options for help
  • Use and regularly audit transaction data, transcripts, survey feedback, and behavioral insights for data-driven decision making on product roadmap and priorities for improvement.
  • Continuously monitor, optimize, and expand tool availability and performance in-line with the self-service roadmap
  • Develop business cases for improvement in FanDuel’s digital service capabilities to drive efficiency at scale, and improve CSAT/NPS
  • Own technical requirements and design flows - collaborate with CS Tool and Applications teams for prioritization, development, and deployment
  • Define KPIs across all self-service service touch points- deliver weekly summaries, and quarterly business reviews with cross-divisional leadership
  • Build and grow a team to support both current and future needs based on business objectives


What we're looking for in our next teammate

  • Minimum 5 years of digital product management leadership experience
  • 10 years or more of relevant practical experience, including experience defining user journeys and working with virtual assistant technologies
  • Bachelor’s degree in Computer Science, Engineering, or related field preferred
  • Deep knowledge of digital technology, self-service tools, and chatbots
  • Experience developing deep customer insights using quantitative and qualitative data
  • Exceptional leadership, relationship-building, presentation, and written/oral communication skills
  • Proven record of accomplishment in successfully navigating a cross-functional, matrixed organization delivering results on time and on budget
  • Strong project planning and problem-solving skills, self-motivated with a high degree of ownership
  • Highly skilled at developing and presenting strong business cases for executive audiences
  • Ability to influence without authority and create trusted partnerships across the organization
  • Continuous improvement mindset with the ability to lean on data and experimentation in making decisions
  • Working knowledge of contact center operations and CRM systems
  • Experience with machine learning applications and natural language processing
  • Proven track record of building high performing teams – both virtual and non-virtual
  • Digital UX design experience preferred
  • Experience in the gaming or other highly regulated industry is a plus


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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