Senior Product Manager, Internal Tools & Marketing Technology

About this role

About Us

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.

The Role 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.

You will partner closely with operations, CRM/lifecycle marketing, engineering, data, and compliance to translate operational and marketing needs into platform requirements, prioritize a shared roadmap, and deliver internal systems that directly shape customer-facing experiences — whether that’s a new product or state launch, a change in staffing model, or a new campaign journey.

Responsibilities

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

Operate with a high degree of autonomy, independently driving discovery, requirements, and delivery while aligning closely with senior product leadership and cross-functional partners

Qualifications

5+ years of product management experience, preferably in an agile, B2C digital product organization

Experience owning end-to-end product features spanning back-office workflows, backend system requirements, data needs, and front-end functionality

Experience building products for internal or operational users (customer support, VIP, promotions, risk, compliance, or marketing ops teams) preferred

Comfort working with event schemas, APIs, and data pipelines; able to partner with engineering and data teams on technical requirements

Experience with Salesforce-based tools or CRM platforms preferred

Experience with AI-, automation-, or chatbot-related initiatives a plus

Excellent written and verbal communication skills, with the ability to articulate product decisions and tradeoffs

Highly collaborative, with a track record across operations, marketing, analytics, design, and engineering

Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual offer is confirmed. In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/

Salary Range $117,000—$194,000 USD

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