CRM Operations Senior Manager

THE POSITION

Our roster has an opening with your name on it

FanDuel is looking for a CRM Operations Senior Manager to own and evolve the operational strategy and execution of CRM across Sportsbook (SBK) and Predicts (PRE) products. This role sits at the intersection of marketing strategy, systems, and execution—ensuring CRM operations scale with the business while maintaining speed, quality, and customer impact.

This role oversees a team responsible for high-volume, high-visibility customer communications that directly influence engagement and revenue. The Senior Manager will drive operational excellence across intake, prioritization, QA, execution workflows, and reporting, while serving as a key partner to Product, CMP, Engineering, Analytics, Marketing Operations, and Marketing stakeholders.

As FanDuel continues to scale, this role requires deep expertise across the CRM technology stack, strong systems thinking, and the ability to lead teams through operational change. Success in this role depends on building scalable processes, defining best practices, influencing cross-functional partners, and enabling teams through systems and structure rather than direct execution.

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

• Own CRM Operations strategy and operating model across Sports CRM Ops, ensuring alignment with business priorities, product roadmaps, and marketing strategy

• Lead solution design and innovation within CRM Ops, identifying opportunities to improve efficiency, scalability, quality, and speed across workflows and tooling

• Serve as the primary operational partner for cross-functional teams including Product, CMP, Engineering, Analytics, MarOps, and Marketing, influencing ways of working and execution standards

• Own and drive complex, cross-functional initiatives, including CRM systems migration, tooling evolution, and operational maturity programs

• Define and implement best practices for intake, prioritization, execution, QA, deployment, and reporting across all CRM channels

• Guide teams through operational change by establishing scalable processes, automation opportunities, and clear execution frameworks

• Enable teams through structure and systems rather than direct execution, ensuring consistent, high-quality output at scale

• Oversee and evolve the CRM Operations campaign calendar, balancing speed to market, business impact, and operational capacity

• Establish and maintain strong QA standards to ensure accuracy, compliance, and best-in-class customer experiences

• Partner with Analytics to define success metrics, reporting frameworks, and insights that inform strategic decision-making

• Present operational strategy, performance insights, risks, and recommendations to senior leadership during QBRs, Run of Shows, and executive forums

• Lead, coach, and develop a team of CRM Operations managers and ICs, fostering strong technical expertise, ownership, and career growth

• Act as a senior subject matter expert across CRM systems, data, and execution, proactively identifying risks and proposing solutions

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

• 4–6+ years of experience in CRM, lifecycle, or marketing operations, with demonstrated ownership of complex, large-scale programs

• 3+ years of people management experience, including managing managers and/or senior ICs

• Proven experience leading cross-functional initiatives involving systems, tooling, or operational transformation

• Deep expertise in CRM platforms and marketing technology stacks (Movable Ink strongly preferred)

• Strong understanding of CRM execution across email, push, in-app and emerging channels

• Demonstrated ability to design scalable processes, drive automation, and improve operational efficiency

• Advanced analytical skills with the ability to translate data into operational and strategic insights

• Strong executive communication and presentation skills, with experience influencing senior stakeholders

• Highly organized, detail-oriented, and comfortable operating in a fast-paced, high-growth environment

• Experience supporting platform migrations or major tooling implementations (XP experience a plus)

• Bachelor’s degree preferred

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).

PLAYER BENEFITS We treat our team right

We offer amazing benefits above and beyond the basics. We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits. We offer generous paid time off (PTO & sick leave), annual bonus and long-term incentive opportunities (based on performance), 401k with up to a 5% match, commuter benefits, pet insurance, and more - check out all our benefits here: FanDuel Total Rewards. *Benefits differ across location, role, and level.

FanDuel is an equal opportunities employer and we believe, as one of our principles states, “We are One Team!”. As such, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included.

FanDuel is committed to providing reasonable accommodations for qualified individuals with disabilities. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please email Benefits@fanduel.com.

The applicable salary range for this position is $116,000 - $145,000 USD, which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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