Vice President, Automation and Insights

THE POSITION
Our roster has an opening with your name on it

FanDuel Group is looking for a strategic and customer-obsessed Vice President, Automation & Insights to lead transformative work across customer support innovation, CRM infrastructure, and the Voice of Customer (VOC) practice. This critical role will champion FanDuel’s foundational belief that "Everything begins with the customer" by ensuring our systems, tools, and insights are built to support frictionless experiences, proactive service, and data-informed decisions across the business. 

This role leads cross-functional efforts to centralize and activate customer insights—fueling better decision-making in Customer Support, Payments & Fraud, VIP Services, Social Media Response, and Marketing. You will guide the strategic use of CRM platforms, VOC tooling, and AI-driven automation to improve operational efficiency, customer satisfaction, and internal alignment. 

As the executive owner of both the CRM technology ecosystem and VOC function, you’ll bring deep expertise across the Salesforce suite—including Data Cloud, Agentforce, Service Cloud, Einstein AI, and Messaging—to build seamless, intelligent, and scalable systems that enhance how we hear from and serve our customers. 

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

Voice of the Customer Leadership 

• Lead FanDuel’s Voice of Customer (VOC) program, developing a unified framework for capturing, analyzing, and sharing customer insights across the organization. 
• Translate VOC insights into clear recommendations that influence roadmap prioritization across Product, Support, Fraud/Payments, VIP Services, and Marketing. 
• Create compelling storytelling that amplifies customer sentiment and ensures leaders have a real-time pulse on the voice of the fan. 

Customer Support Tooling & Automation 

• Drive innovation in customer support tooling and operations, with an emphasis on automation, AI-enabled routing, and agent efficiency. 
• Own and evolve the Salesforce-based infrastructure (Agentforce, Service Cloud, Einstein, Messaging) used across our support, VIP, and social care teams. 
• Deliver world-class experiences by simplifying internal workflows, reducing time to resolution, and increasing CSAT/NPS through tooling enhancements. 

Payments, Fraud, and VIP Enablement 

• Partner with Payments and Risk leadership to support tooling strategy that enables secure, real-time, and customer-friendly solutions to fraud and transaction issues. 
• Enhance VIP agent tools and workflows to ensure FanDuel’s top-tier customers receive efficient, personalized, and high-touch service. 
• Collaborate with Social Media Response teams to integrate scalable tooling and analytics that power rapid, consistent support across public platforms. 

CRM Technology & Platform Strategy 

• Serve as the executive owner of our Salesforce CRM ecosystem, inclusive of Data Cloud, Agentforce, Service Cloud, Einstein, and cross-channel Messaging products. 
• Partner with engineering, data, and product teams to ensure our CRM stack supports real-time personalization, proactive outreach, and deep customer understanding. 
• Champion data governance, experimentation, and integration best practices across all customer-facing systems. 

Cross-Functional Influence 

• Act as a force multiplier for teams across FanDuel—ensuring support, marketing, and product stakeholders can act confidently on customer insights. 
• Build strong relationships with senior leaders to align customer-facing initiatives with operational and strategic goals. 
• Facilitate prioritization of tooling and insight investments that have measurable customer and business impact. 
  
  

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

• Bachelor’s degree required; Master's degree in Business, Technology, or related field preferred 
• 10+ years of experience in customer experience, support innovation, CRM platform strategy, or a related discipline 
• Proven experience leading a team of technical professionals and business analysts in a fast-paced delivery environment 
• Experience with AI and AI-enabling data integration technologies and concepts (RAG, CAG, KAG, vector databases, knowledge bases, etc.) 
• Familiarity with Databricks or other cloud-based data lake platforms (Snowflake, Big Query, Redshift, etc.) 
• Strong understanding of data management concepts within and outside of CRM (Salesforce Data cloud) including integration, transformation and data governance 
• 5+ years in senior leadership with direct ownership of customer-facing tooling and VOC insights 
• Deep experience with the Salesforce ecosystem, including Data Cloud, AgentForce, Einstein AI, Service Cloud, and Messaging products 
• Demonstrated success scaling support systems, enabling fraud/payment workflows, or improving tooling for high-touch customer segments like VIP 
• Proven ability to build and operationalize robust VOC programs that drive organizational influence and action 
• Strong analytical and systems thinking with the ability to design scalable architectures and measurable impact 
• Exceptional leadership and communication skills; ability to influence senior stakeholders and drive change across diverse teams 
• Passionate advocate for customer experience, continuous improvement, and innovation

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.

The applicable salary range for this position is $202,000 - $296,000 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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