Product Manager, Digital Self-Service Experience

Location:Jersey City


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

Our roster has an opening with your name on it

We’re looking for an experienced product manager who can understand our customers’ needs and design game changing self-service experiences that make it easier to get answers and resolve issues across the FanDuel portfolio without having to involve our customer support team. You will be responsible for developing and owning self-service processes, user journeys and requirements, then working closely with Engineering, UX and Customer Operations teammates to make your vision a reality. Through these new industry-leading experiences and reduced friction in the customer journey, 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 contribute to a roadmap that drives efficiencies and automates processes for customers
  • 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
  • Design and execute in-app communications campaigns to meet customer support needs
  • Own technical requirements and design flows - collaborate with teams for prioritization, development and deployment
  • Manage KPIs across the self-service service site channel - 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
  • Shape, inform and drive execution of product initiatives 
  • Establish and maintain domain expertise on the product, market and competitors 
  • Assess product opportunities and contribute meaningfully to ideation and prioritization for new initiatives and products 
  • Ensure transparency and alignment with organizational stakeholders 
  • Collaborate with engineering, design marketing and operational functions to ensure successful product deliveries and launches; identify, prioritize and execute post-launch optimizations and improvements 
  • Partner with self-service product team members to deliver cohesive end-to-end, customer-focused experiences

What we're looking for in our next teammate

Basic stats:

  • Bachelor’s degree in a digital media, communications, quantitative or technical discipline
  • 3+ years of digital product management experience
  • Deep knowledge of digital technology, self-service tools and consumer-grade digital experiences
  • Experience developing customer insights using quantitative and qualitative data
  • Strong relationship-building, presentation, and written/verbal communication skills
  • Proven track record of delivering successful and innovative products in a cross-functional, matrixed organization
  • Strong project planning and problem-solving skills, self-motivated with a high degree of ownership
  • Continuous improvement mindset with the ability to lean on data and experimentation in making decisions
  • Working knowledge of contact center operations and CRM systems

Preferred stats:

  • Master’s degree in a related field
  • 5 years or more of relevant practical experience, including experience defining user journeys
  • Digital UX design experience
  • Experience with Salesforce Experience Cloud, Marketing Cloud, or similar CMS technology
  • Prior experience in a customer service-oriented role
  • 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.