Customer Transformation Senior Manager
FanDuel is looking for a Customer Transformation Senior Manager to drive Sportsbook rewards and experiences innovation. This role will play a key part on the Transformation team, driving innovation across the organisation and collaborating with multiple departments including Promotions, Brand, Commercial, Data Science, Product, and MarTech. This is an opportunity to help elevate revenue-driving initiatives at a premier gaming company.
- Manage and develop 1-2 direct reports, building a best-in-class innovation capability for Sportsbook initiatives.
- Explore, identify and bring to market initiatives from 0-to-1 across Sportsbook rewards, loyalty, and customer experiences, then scale what works into the core business.
- Drive commercial strategy and build the business case for new ideas - size the opportunity, work with analysts to model expected impact, and prioritize the roadmap against effort and return.
- Frame ambiguous problems into clearly scoped workstreams by defining requirements, sequencing milestones, and maintaining a continuous feedback loop with stakeholders.
- Partner with Product, Data Science, Promotions, Brand, Commercial, and MarTech to turn concepts into launched programs, aligning roadmaps and unblocking dependencies.
- Lead the design and execution of test plans, and ensure results are measured, socialised, and acted on.
- Own documentation and playbooks for your initiatives so proven pilots can be handed off and repeated across the org.
- Define the success metrics for each initiative and report performance to senior leadership with a clear scale, iterate, or sunset recommendation.
- Maintain a prioritized pipeline of innovation opportunities by tracking competitor launches, emerging technology, and adjacent industries.
- Build deep expertise in FanDuel’s business, competitive positioning, and the sports wagering landscape, and translate it into actionable recommendations for senior stakeholders.
- Help recruit and identify top talent while creating an inspiring environment for direct reports to learn and grow.
- 6-8 years experience working in an innovation / transformation / strategy capacity (required).
- Experience in a management consulting role (nice-to-have).
- 2+ years experience in managing or mentoring people (required).
- Experience with rewards / loyalty ecosystems (preferred).
- Experience driving and leading complex innovation initiatives (preferred).
- Strong organisational skills and effective at project management (required).
- Strong understanding of performance metrics and reporting (required).
- Comfortable with querying and logic (SQL knowledge a plus) (required).
- Bachelor’s degree or equivalent industry experience (preferred).
- MBA or other graduate degree (preferred).
- An avid sports and gaming fan, and have played FanDuel or competitive products (required).
- Knowledge of sports and/or experience working within a heavily regulated industry (nice-to-have).
- Health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits.
- Generous paid time off (PTO & sick leave).
- Annual bonus and long-term incentive opportunities (based on performance).
- 401k with up to a 5% match.
- Commuter benefits.
- Pet insurance.
- 14 paid company holidays.
FanDuel Group is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the North America, FanDuel Group consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media, including FanDuel, Stardust Casino and TVG. The company is based in New York with US offices in Los Angeles, Atlanta, and Jersey City, as well as global offices in Canada and Scotland. The company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia. FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).