Sr Strategy Operations Assoc

Overview

As a Senior Operations Specialist at Fanatics Betting & Gaming, you will lead efforts to strengthen and scale core customer operations processes that deliver best-in-class customer experiences. You’ll work cross-functionally across the Fanatics ecosystem and partner closely with key stakeholders to design and implement high-impact solutions that enhance support workflows, knowledge management, and workforce planning.

The ideal candidate brings both strategic thinking and hands-on execution, with a strong bias for action and a sharp focus on long-term sustainability. You are energized by complexity, comfortable leading through ambiguity, and driven to find scalable, practical solutions.

Responsibilities

• Design and lead scalable operational processes that reinforce performance, consistency, and accountability across Customer Operations.
• Set benchmarks and governance frameworks that ensure long-term sustainability of core programs, including Quality Assurance, Knowledge Management, and Workforce Management.
• Lead cross-functional projects from planning through execution, ensuring alignment, clarity, and measurable outcomes.
• Proactively identify opportunities to optimize support systems, tools, and workflows for efficiency and effectiveness.
• Champion continuous improvement by developing structured feedback loops, performing regular audits, and incorporating best practices.
• Collaborate closely with stakeholders across Online Sportsbook, Commercial, Marketing, Trading, VIP, Retail, iCasino, and Consumer Ops.
• Understand key customer and agent pain points, translating insights into process enhancements that improve experience and drive measurable impact.
• Provide guidance and mentorship to peers and junior team members to support their development and encourage operational rigor.
• Stay attuned to the sporting calendar to anticipate and prepare for key customer touchpoints and operational demands.

Experience and Skills

• Bachelor’s degree in Business, Project Management, Operations, or a related field.
• 4+ years of experience in an operations, program management, or customer experience role, ideally within a high-growth or tech-driven environment.
• Strong track record of delivering operational solutions at scale and driving cross-functional initiatives.
• Excellent analytical, communication, and presentation skills.
• Proven ability to influence without authority and build strong working relationships across teams.
• Deep curiosity and a growth mindset; thrives in fast-paced environments with evolving priorities.
• Experience mentoring or coaching others, with a collaborative, team-first approach.
• A passion for customer experience and a desire to build thoughtful, customer-centric systems

The salary range for this position is $66,000 to $126,00, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.