Senior Product Manager, Internal Tools & Marketing Technology

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