Senior Manager, CX Learning

Senior Manager, CX Learning

As the Senior Manager, CX Learning at Fanatics Betting & Gaming (FBG), you will own the strategy, design, and delivery of learning experiences for our Customer Experience (CX) organization, including new agent onboarding and continuous learning. You will manage a team of Learning & Development Specialists to deliver high-quality, scalable learning programs that help agents feel confident, capable, and connected from day one and continue to grow in their roles over time.

In this role, you'll partner directly with CX leadership, Talent Acquisition, Workforce Management, and cross-functional stakeholders. You'll set the vision and strategy for CX learning, ensure onboarding and continuous learning initiatives are aligned with business needs, and deliver measurable impact on agent readiness, performance, and retention.

This is a hands-on leadership role : equal parts strategist, people leader, program manager, and facilitation expert.

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

What You'll Do :

Lead Strategy & Team :

• Define and own the learning strategy for customer service onboarding and continuous development.
• Manage and develop a team of L&D Specialists, setting priorities, coaching growth, and ensuring consistent program quality.
• Partner with senior CX leadership to align programs with business priorities and evolving needs.

Own Programs & Content :

Measure Impact & Drive Improvement :

What You Bring :

Nice to Have :

Salary range is listed in USD; ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming.