Director of Social Media Care and Community Management

03 May, 2022

Jobs

Director of Social Media Care and Community Management

FanDuel
New York, NY/Atlanta, GA

ABOUT FANDUEL GROUP

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 a Digital Engagement Director to lead FanDuel’s social media support team. This Director will be responsible for growing and supporting a team of frontline agents and supervisors dedicated to engaging with FanDuel customers across all social media platforms and FanDuel products. This individual will be developing modern processes and procedures to best represent the FanDuel brand in both public and private conversations. They will also be an advocate for technology that will reduce agent and customer effort, helping our customers find solutions to their needs with minimal friction. Through these industry-leading social experiences, you will help solidify FanDuel as the gaming platform of choice for millions of sports fans every day.

THE GAME PLAN
Everyone on our team has a part to play

  • Build and lead a team of supervisors and frontline agents to support a 24/7/365 social response operation
  • Determine the optimal team structure and future capacity needs based on business objectives to scale the team through hyper-growth
  • Develop an operating model with accountable processes to deliver on our social media service vision in a repeatable and scalable way, while accounting for regulatory, brand, and operational challenges
  • Review social engagement processes from end-to-end and build a roadmap to drive efficiencies and automate processes supporting both customers and agents
  • Promote tools and methodologies that generate process improvements required to achieve standardization, efficiency, and high CSAT/NPS at scale
  • Work closely with cross-functional partners in Marketing and Operations to ensure FanDuel delivers timely operational messages to our customers, in the appropriate tone and voice for our brand
  • Own technical requirements and design flows for social response technology – collaborate with CS Tool and Applications teams for prioritization, development, and deployment – build business cases where necessary
  • Define Social Response KPIs – deliver weekly summaries, and quarterly business reviews with cross-divisional leadership
  • Partner with the Director of Training to create onboarding/training materials for digital customer service agents including teaching digital media etiquette
  • Use and regularly audit customer interactions, transaction data, transcripts, survey feedback, to continuously improve and evolve the customer experience using a data-driven mindset
  • Create customer listening posts across all social media touch points to continuously improve the experience FanDuel delivers to our customers
  • Manage the escalation of highly complex customer service issues in a highly public channel, to maximize customer satisfaction and strengthen FanDuel’s brand reputation
  • Deepen employee engagement and foster a mission-focused culture of learning, growth, diversity, success, and accountability

THE STATS
What we’re looking for in our next teammate 

  • Minimum 10+ years of relevant practical experience, including experience delivering customer support via social media
  • 3 or more years in a customer service/care leadership role
  • Exceptional leadership, relationship-building, presentation, and written/oral communication skills
  • Experience developing deep customer insights using quantitative and qualitative data
  • Strong project planning and problem-solving skills, self-motivated with a high degree of ownership
  • 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
  • Proficiency in common CRM systems such as Zendesk or Salesforce
  • Experience with social media management platforms such as Khoros, Sprinklr, or Sprout Social
  • A passion for mentoring and inspiring others to reach their full potential
  • Strong operational mindset with a drive to preserve through challenge
  • Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies
  • History of building and managing large, high performing agent teams – both virtual and non-virtual
  • Experience with vendor management
  • Highly skilled at developing and presenting strong business cases for executive audiences
  • Proven record of accomplishment in successfully navigating a cross-functional, matrixed organization
  • Experience in the gaming or other highly regulated industry is a plus

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.

Learn more here

Job posted: 2022-05-03