Digital Support Content Associate

ABOUT FANDUEL

FanDuel Group is the premier mobile gaming company in the United States. 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 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 is looking for a Digital Support Content Associate to drive our content excellence and compliance efforts. You will play a key role on the Digital Self-Service team, with ownership of processes and execution to ensure all the team’s content across and beyond self-service channels is accurate, compliant and brand-appropriate, and will collaborate with multiple departments within FanDuel including, but not limited to Product, Brand, Commercial, Payments and Customer Service. The associate position will work closely with the Senior Content Manager, key subject matter experts, and the Self-Service Strategy Director to identify areas of opportunity to improve our player communications across all our product verticals and then execute on these opportunities by producing both written and visual assets that resonate with our customers. This exciting role will elevate the quality and impact of our digital support content so that FanDuel can continue to provide a best-in-class customer experience by meeting customers with answers to their questions across all journeys and potential friction points.

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

• Responsible for the creation, maintenance and proactive review of support site articles, 24/7 real-time messaging templates and other forms of support content published across FanDuel customer journeys.
• Contributes to the establishment and leads the enforcement of the support content style guide, including best practices and standards.
• Contributes to content creation for all tentpole events, state and product launches and the BAU sports calendar; assists as need with video and graphic content production.
• Leads scheduled review of all support content assets for accuracy, style and compliance, partnering with teammates, SMEs and legal. Together with Sr. Content Manager and Director, own governance: establishment, operationalizing, communications and execution for the team’s technology-enabled content review standards, tools, processes and compliance.
• Manages and maintains the support content editorial calendar – proactive and reactive – across all support content channels, working with stakeholders within and beyond the team to ensure clear expectations and flawless execution of deliverables.
• Defines and enforces content-management processes, expectations, specifications, access, platform administration and trainings for all content publishers across the support ecosystem (including Operations Support analysts and Digital Engagement specialists).
• Assists with the integration of support content into marketing and other push content campaigns across all channels, including email, social and in-app channels.
• Oversees the content team’s backlog, prioritization and reporting; facilitates requirements gathering and escalation to technical team(s) for new content tools/functionality, as needed.
• Aligns with the Brand team, formation design team and other internal comms/content partners to ensure our content complies with enterprise standards and objectives.

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

• Minimum of 2+ years of previous editorial, digital content, digital marketing, social media and/or project management experience preferred.
• Bachelor’s degree in communications, digital media, marketing or related field preferred.
• Experience working with content-management systems, compliance processes, project-tracking, and or workflow-management software all highly desired.
• Strong grammar skills and meticulous attention to detail.
• Ability to create engagi