Customer Operations Trainer Jobs

About Fanduel Group
There are more ways to win, here at FanDuel. We’re willing to bet on it.
THE ROSTER…
At FanDuel Group, we give fans a new and innovative way to interact with their favorite games, sports, and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creative professionals to cutting-edge technology innovators, FanDuel offers a wide range of career opportunities, best-in-class benefits, and the tools to explore and grow into your best self. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.
Who We Are…
FanDuel Group is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel Group consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.
FanDuel Group has a presence across all 50 states with approximately 17 million customers and nearly 30 retail locations. The company is based in New York with offices in California, New Jersey, Florida, Oregon, Georgia, Portugal, Romania and Scotland.
Its network FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer OTT platforms.
FanDuel Group is a subsidiary of Flutter Entertainment plc, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and a constituent of the FTSE 100 index of the London Stock Exchange.
THE POSITION:
Our roster has an opening with your name on it
This position is responsible for facilitating Customer Operations training to support all FanDuel Group operations. The Customer Operations Trainer will provide initial and ongoing training to include processes, updates, compliance, and other FanDuel product-specific training as needed. The Customer Operations Trainer will also work closely with the quality assurance team to establish gaps in knowledge and provide feedback to training and CS management on areas of success and challenges.
THE GAME PLAN:
Everyone on our team has a part to play

• Analyze data from surveys to assess gaps in learning and recommend appropriate measures to drive progress in training enhancement
• Able to obtain and maintain all required state gaming licenses
• Develop and deliver ongoing trainings to keep team updated on procedures and products across all brands
• Collaborate with business partners and team members to work collectively across the Customer Operatsions
• Report training progress updates to Managers for new hire trainings, or other training related projects
• Consults with management, supervisors and agents to gain knowledge of work conditions for training and understanding of changes in policies, procedures, regulations, business initiatives and FD systems
• Must maintain working knowledge of FanDuel products, tools, policies, and procedures
• Additional responsibilities as assigned or requested
• Set clear learning objectives and guidelines for new hires, and other trainees
• Communicates effectively to develop and deliver multi-method trainings that convey a clear understanding of the unique needs of FanDuel audiences
• Facilitate Customer Operations training in person or within a virtual classroom environment

THE STATS:
What We're Looking For In Our Next Teammate

• Is agile and can learn quickly when faced with new situations
• Ability to work autonomously and as part of a team
• Has an authentic delivery style that is captivating and engaging
• Demonstrates leadership to supports Customer Operations training new hires and can command an audience to listen and participate in Customer Service training
• Must have a customer first mindset
• Has a passion for training, learning and development, and career development
• Can work a flexible schedule to meet the needs of the contact center staff
• Act as a subject matter expert and mentor to FanDuel CS employees

Technical Competencies, Education, Qualifications & Experience

• Proven presentation/facilitation skills
• Exceptional interpersonal skills, both orally and in writing
• Project Management
• Excellent literacy
• Working knowledge of Adobe Learning Manager
• Process Design
• Strong attention to detail & focus on accuracy
• Excellent problem-solving skills
• Minimum of 2 years in a training or customer service role
• Knowledge and understanding of the sports and online gaming industry

PLAYER CONTRACT:
We treat our team right

• From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect: An exciting and fun environment committed to driving real growth
• Mentorship and professional development resources to help you refine your game
• Flexible vacation allowance to let you refuel
• Hall of Fame benefit programs and platforms
• Opportunities to build really cool products that fans love

FanDuel Group is an equal opportunities employer and we believe, as one of our principal states, “We Are One Team!” 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, and Veteran status. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included. We want our team to include diverse individuals because diversity of thought, diversity of perspectives, and diversity of experiences leads to better performance. Having a diverse and inclusive workforce is a core value that we believe makes our company stronger and more competitive as One Team!
The applicable salary range for this position is $64,000 to $88,000 which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may also be eligible for short-term or long-term incentive compensation.