Job Description

As a Learning and Development Specialist at Fanatics Betting & Gaming (FBG), you are responsible for ensuring that new Customer Service Agents are onboarded effectively into their role. Reporting into the Sr. Program Manager, Talent Enablement, you will play an integral role in the Learning and Development team, as well as the Customer Service team. You will work to prepare and deliver new customer service agent training, ensuring that agents have what they need so they can do their best work. And giving new team members the time and support so they know how we work, where they fit in, and what to do so their career can take flight.

The ideal candidate is organized and personable with experience working in HR, Learning and Development, or Customer Service. The ideal candidate will be reliable, proactive, and have the ability to execute tasks independently, with a strong sense of ownership. This is an onsite position based out of our Denver office.

Must Live In The State Of Colorado And Be Able To Obtain Gaming Licenses For This Position

Responsibilities

• Deliver training to new customer service agents, presenting and facilitating sessions (in-person and virtually) in collaboration with the training program manager.
• Manage training group dynamics to ensure engagement and understanding.
• Partner with the training program manager and the operations team to ensure the training content is relevant and engaging.
• Manage the program communications and training schedule to ensure that new hires and stakeholders have the information they need to be successful.
• Monitor agent performance throughout training and provide additional support, learning interventions, and feedback as needed.
• Mentor new agents, providing answers to questions and offering feedback as you reverse shadow new agents throughout training.
• Support the program manager to deliver continued learning interventions to customer service team members.
• Support quality assurance team in completing QA checks and gathering feedback, leveraging any insights to help inform any changes or improvements needed to new hire training.
• Spend 25% of your time acting as a CS agent to ensure you’re up to date with processes/expectations of agents in service of your role in new agent training. During this time, you will respond to customer inquiries via phone, email, and chat in a timely manner, assisting them with sports betting product information, account management, and issue resolution.

Qualifications

• 3+ years of experience in HR, Learning and Development, or Customer Service.
• High-School Degree or equivalent.
• Excellent presentation and communication skills. Experience publicly speaking and/or delivering training.
• Strong interpersonal skills and ability to work as part of a team.
• Ability to multitask and prioritize tasks effectively.
• Curiosity, proactively seeking to learn more and build better solutions in service of a world-class customer experience.
• Passionate about learning and development with a desire to learn more.
• Open to regular travel to events and other Fanatics offices for various offsite and team meetings.
• Thrives in an entrepreneurial, hyper growth environment where priorities evolve regularly and decisions are made quickly
• Team-first mentality, with a willingness to do what it takes to get the job done and a desire to strive for better

The base salary range for this role is $69,000 per year – $99,000 per year, depending on job-related knowledge, skills, and experience. This role is eligible for the Fanatics Betting and Gaming annual bonus program and an equity award.

In addition to the base, bonus, and equity, full-time employees are eligible for Medical, Dental, Vision, 401K, paid time off and other benefits like Wellhub, Pet Insurance, Family Care Benefits,, and more. We’ll also give you $700 USD (or local equivalent) to set up your home office!

For information about our benefits, please visit https://benefitsatfanatics.com/

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.

About The Team

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics Holdings Inc., a global digital sports platform. The Fanatics Sportsbook is available to nearly 93% of the addressable online sports bettor market in the U.S. in the following states: Arizona, Colorado, Connecticut, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Vermont, Virginia, West Virginia and Wyoming. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates nineteen retail locations including retail sportsbooks outside of Progressive Field and Nationwide Arena and the only sportsbook inside an NFL stadium at Commanders Field. Fanatics Betting and Gaming is headquartered in New York with offices in Denver and Dublin, Ireland.

About Organization

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.