Responsibilities

As a Senior Product Manager, [TITLE] at Fanatics Betting & Gaming (FBG), you will build and scale the platforms that connect customers to the right agent and the right message. You will own two tightly linked systems: the contact center platform that routes, skills, and queues customer contacts across support and VIP; and the marketing technology stack that moves customer events into and out of our engagement platform (XtremePush) to power lifecycle, promotional, and transactional messaging.
Own the contact center routing, skilling, and queue configuration roadmap end to end — from operational requirements through build, launch, and iteration
Lead product readiness for new launches across support and marketing surfaces: routing design, agent skilling, queue setup, event instrumentation, and messaging configuration
Own the marketing technology integration layer: define the customer events flowing into XtremePush, the triggers and data flowing back out, and the schemas and contracts between platforms
Partner with CRM and lifecycle marketing to translate campaign and journey needs into platform requirements, and with engineering and data to deliver reliable, low-latency event pipelines
Ensure messaging and routing logic enforce Responsible Gaming and regulatory controls — self-exclusion, cool-off, state eligibility, and contact preference suppression — in partnership with Compliance and RG
Write clear user stories and product requirements for operations, marketing, and engineering stakeholders
Identify gaps in existing back-end systems and operational workflows and translate them into scalable product solutions
Use data, research, and operational insight to set roadmap priorities and measure success against defined KPIs (e.g., routing accuracy, handle time, event delivery latency, campaign reach)
Partner with engineering on Salesforce-based workflows and additional internal platforms that improve operational efficiency and accuracy
Collaborate with chatbot and AI product owners where routing, escalation, and messaging intersect automated support
Develop a deep understanding of the FBG platform, operational processes, and the role internal platforms play

Senior Product Manager, Internal Tools & Marketing Technology at Fanaticsfbg · LumiJobs

Senior Product Manager, Internal Tools & Marketing Technology

Responsibilities

Qualification

Required

Company

Fanaticsfbg

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