Sr. Manager, Chatbot Automation (Salesforce Einstein)

Company Overview

Fanatics Betting and Gaming (FBG) is searching for a Manager of Customer Experience to lead the Sportsbook/iCasino Customer Experience Function. A critical element of this role is the responsibility of ensuring that FBG customers remain satisfied throughout their experience. In this role, you’ll be leading the customer experience team, training new customer service advocates to provide the highest standards of customer experience, and ensuring that all company policies and processes are followed. Additional tasks include handling escalated customer inquiries, identifying and attending to departmental needs, and providing input on business and product issues. Last, highly qualified candidates will be able to leverage their skills and experience to participate in cross-functional initiatives and play a critical part in sharing customers feedback with our frontline, product, and engineering functions to work toward solutions to improve the customer experience. 

About The Job

At Fanatics Betting & Gaming, we are building a truly differentiated customer experience.  This role will lead the strategy behind answering customer questions quickly and efficiently through automation.  We are seeking an experienced Bot Manager / Conversational AI Writer to lead and enhance our customer experience through Salesforce Einstein. You will be responsible for developing and implementing cutting-edge solutions that drive innovation and enhance chatbot performance delivering a best-in-class customer experience. The ideal candidate will have a strong understanding of AI-powered chatbot technologies, user experience, and excellent writing skills. You will be responsible for setting strategy, developing, managing, and optimizing conversational flows that provide a seamless, helpful, and engaging customer experience.

What You’ll Do

• Be responsible for Fanatic’s Betting & Gaming Chatbot strategy and implementation
• Ensure the chatbot’s tone, style, and content align with the company's brand and objectives.
• Deep knowledge of the conversational design industry and best practices.
• Experience working with large language models (LLMs) to predict and resolve support issues
• Expertise in project design, communication skills, driving for results and managing changes.
• Design, write, and manage conversational flows in the Salesforce Einstein platforms to automate customer service inquiries and assist members.
• Collaborate closely with cross-functional teams, including Analytics, Customer Support, Strategic Operations, Product Management, and Engineering.
• Analyze chatbot performance metrics and make data-driven recommendations for improvements.
• Stay up-to-date with the latest capabilities from Salesforce Einstein and implement changes as required.
• Conduct A/B tests to understand user behavior and preferences and optimize conversational flows accordingly.
• Strong data analysis skills, and can use the data to define the direction;
• Strengths in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask
• Strong ownership and a team player, always focused on delivering results with high standards.

What We’re Looking For

• Bachelor's degree in relevant field or equivalent experience.
• 5+ years of experience in a customer focused role (Product Management, Customer Strategy & Operations, Customer Operations, Customer Support).
• 2+ years of experience in conversational AI, chatbot management, or a similar role.
• Strong writing skills with the ability to craft clear, engaging, and informative text.
• Familiarity with the Salesforce Einstein is highly desirable.
• Familiarity with Salesforce, our customer service platform.
• Experience with data analysis and interpretation.
• Strong problem-solving skills.
• Excellent communication and teamwork skills.

*We are open to providing relocation assistance for the right candidate - this role is Hybrid with onsite requirements in our Denver office.

The salary range for this position is $106,000 to $158,000 + bonus + equity. We take into consideration an individual's background and experience in determining final salary- therefore, base pay offered may var