Sr Manager, Payments

As the Senior Payments Manager at Fanatics Betting & Gaming (FBG), you will lead the strategic direction and operational execution of the company’s end-to-end customer payments experience. This role is accountable for driving innovation, efficiency, and excellence across all payment processes, while ensuring compliance with industry regulations and alignment with business objectives. You will oversee a team of Payment Agents, Analysts, and Managers, guiding their performance and professional development. The ideal candidate will possess deep expertise in the digital payments ecosystem, a strong understanding of regulatory frameworks, and exceptional stakeholder management skills, with a demonstrated ability to influence and collaborate effectively across both internal teams and external partners.

Responsibilities

• Lead, mentor, and develop a team of Payment Agents, Analysts, and Managers, fostering a high-performance culture and ensuring operational excellence.
• Ensure the Payment Operations team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing community of Fanatics Fans.
• Define Key Performance Indicators and drive competence and efficiency through payment optimization in conjunction with vendors/product
• Apply subject matter expertise (Payments/Gaming) to optimize payment processes and technologies (e.g., gateways, ACH, Wire, Credit & Debit cards, Digital Wallets).
• Manage vendor relationships while serving as subject matter expert on gaming-based payments, and being engaged with innovators in this space.
• Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards.
• Train managers on standard policies and procedures while coaching them to think creatively and passionately about ways in which we can make every customer interaction meaningful and provide the best betting and gaming experience possible.
• Determine the customer experience team needs based on key metrics and performance indicators.
• Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution and clear key stakeholder updates. 
• Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals.
• Work with various business leaders to accomplish key business initiatives to ensure employee development and establish succession planning within reporting lines.

Qualifications

• The Payments Operations team collectively works 7 days a week. As the most senior leader of the team, you may need to support a non-traditional schedule, at times, including weekends, non-business hours and holidays
• 5+ years’ experience in e-commerce/banking Payment operations or equivalent combination of education, training and experience. 2+ Years Experience in online Sportsbook/Casino preferred.
• Experience running a market-leading operations team within the online arena preferred.
• Demonstrable track record of effective leadership of large, and culturally diverse teams in a fast-paced, technology-driven environment.
• Knowledge of, and experience using, proprietary online gaming Fraud, Payments, Gaming and Sportsbook tools, systems, and reports preferred.
• An entrepreneurial spirit and are excited by the challenges that come along with building a disruptive and dynamic business.
• Exceptional communication skills both written and verbal. Ability to articulate business performance, key strategies, and regular updates into Google suite applications (Google docs, sheets and slides) that tell a powerful story.
• Rigorous attention to detail and highly organized, but able to operate with ease at all levels (from strategy to execution).
• Deep empathy for customer experience – always analyzing and assessing from the customers’ viewpoint.
• Authentic people leader who invests in nurturing potential, as well as proven talent. Conscious and supportive of diversity & inclusion, and the value they bring to customers, business, and the team.
• Collaborative, while firm on goals and driving the extended team toward actions (and deadlines) to achieve them.
• Strong analytical skills looking broadly across the organization, with the ability to summarize large amounts of data from various inputs.
• Strategic thinker with proven ability to operationalize the strategy. Strong problem-solving skills
• High curiosity – proactively seeking to learn more and ‘connect the dots’ for better solutions. Affinity toward technology as a customer experience enabler.

If you possess some of these skills but not all of them, we still encourage you to apply!

The base salary range for this role is $106,000 per year - $180,000 per year, depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming annual bonus program.

In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like Wellhub, Pet Insurance, Family Care Benefits and more. We’ll also give you $700 to set up your home office! No visa sponsorship available.

For information about our benefits, please visit https://benefitsatfanatics.com/

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. 

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.