Job Specifications
About Fanduel
FanDuel Group is the premier mobile gaming company in the United States and Canada. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: America's #1 Sportsbook, FanDuel Sportsbook; its leading iGaming platform, FanDuel Casino; the industry's unquestioned leader in horse racing and advance-deposit wagering, FanDuel Racing; and its daily fantasy sports product.
In addition, FanDuel Group operates FanDuel TV, its broadly distributed linear cable television network and FanDuel TV+, its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states, Canada, and Puerto Rico.
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).
THE POSITION
Our roster has an opening with your name on it
FanDuel Group is looking for a strategic and customer-obsessed Vice President, Automation & Insights to lead transformative work across customer support innovation, CRM infrastructure, and the Voice of Customer (VOC) practice. This critical role will champion FanDuel's foundational belief that "Everything begins with the customer" by ensuring our systems, tools, and insights are built to support frictionless experiences, proactive service, and data-informed decisions across the business.
This role leads cross-functional efforts to centralize and activate customer insights--fueling better decision-making in Customer Support, Payments & Fraud, VIP Services, Social Media Response, and Marketing. You will guide the strategic use of CRM platforms, VOC tooling, and AI-driven automation to improve operational efficiency, customer satisfaction, and internal alignment.
As the executive owner of both the CRM technology ecosystem and VOC function, you'll bring deep expertise across the Salesforce suite--including Data Cloud, Agentforce, Service Cloud, Einstein AI, and Messaging--to build seamless, intelligent, and scalable systems that enhance how we hear from and serve our customers.
In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.
THE GAME PLAN
Everyone on our team has a part to play
Voice of the Customer Leadership
Lead FanDuel's Voice of Customer (VOC) program, developing a unified framework for capturing, analyzing, and sharing customer insights across the organization.
Translate VOC insights into clear recommendations that influence roadmap prioritization across Product, Support, Fraud/Payments, VIP Services, and Marketing.
Create compelling storytelling that amplifies customer sentiment and ensures leaders have a real-time pulse on the voice of the fan.
Customer Support Tooling & Automation
Drive innovation in customer support tooling and operations, with an emphasis on automation, AI-enabled routing, and agent efficiency.
Own and evolve the Salesforce-based infrastructure (Agentforce, Service Cloud, Einstein, Messaging) used across our support, VIP, and social care teams.
Deliver world-class experiences by simplifying internal workflows, reducing time to resolution, and increasing CSAT/NPS through tooling enhancements.
Payments, Fraud, and VIP Enablement
Partner with Payments and Risk leadership to support tooling strategy that enables secure, real-time, and customer-friendly solutions to fraud and transaction issues.
Enhance VIP agent tools and workflows to ensure FanDuel's top-tier customers receive efficient, personalized, and high-touch service.
Collaborate with Social Media Response teams to integrate scalable tooling and analytics that power rapid, consistent support across public platforms.
CRM Technology & Platform Strategy
Serve as the executive owner of our Salesforce CRM ecosystem, inclusive of Data Cloud, Agentforce, Service Cloud, Einstein, and cross-channel Messaging products.
Partner with engineering, data, and product teams to ensure our CRM stack supports real-time personalization, proactive outreach, and deep customer understanding.
Champion data governance, experimentation, and integration best practices across all customer-facing systems.
Cross-Functional Influence
Act as a force multiplier for teams across FanDuel--ensuring support, marketing, and product stakeholders can act confidently on customer insights.
Build strong relationships with senior leaders to align customer-facing initiatives with operational and strategic goals.
Facilitate prioritization of tooling and insight investments that have measurable customer and business
About the Company
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 ...
Know more