Senior Retail Product Operations Manager

| Greater NYC Area
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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, including FanDuel, Betfair US, DRAFT, and TVG. FanDuel Group has a presence across 45 states and 8 million customers. The company is based in New York with offices in California, New Jersey, Florida, Oregon, and Scotland. FanDuel Group is a subsidiary of Paddy Power Betfair plc, a leading international sports betting and gaming operator and a constituent of the FTSE 100 index of the London Stock Exchange.

About the role  
Reporting to the Director of Retail Projects, the Senior Product Operations Manager will be responsible for managing major product roll-outs and initiatives across retail estates, in particular where hardware installations are required. S/he will also be responsible for influencing product placement in venues with the aim of improving customer journeys and touch points.

The senior product operations remit will span across all retail products, states and venues including:

  • New state rollouts
  • Self-service betting terminals
  • Over the counter products / world till
  • Payment terminals
  • Screens
  • Digital products
  • New product trials

Key Responsibilities 

  • Manage major product roll-outs, upgrades, and optimization projects across the estate from end to end, including:
    • Planning phase: define scope of work and project objectives, establish timelines and milestones with third party vendors (i.e. the product suppliers), technology, property, finance, and all relevant stakeholders
    • (Business) Requirements gathering: collate requirements from all key stakeholders and issue roll-out guidelines
    • Roll-out execution: lead multi-functional teams to ensure timely and quality completion of project deliverables. Keep all stakeholders informed on schedules and progress on a regular basis. Surface key decisions when needed.
    • Business readiness: identify, coordinate all activities that need to happen to ensure the business is ready to operate the new product once rolled out (e.g. plan ops team training with L&D, brief support teams, define comms strategy and promotional activities with marketing and commercial teams, identify needs to make policy changes, assess impact on reporting services and data etc.). You will be responsible for engaging and project managing the various work-streams involved in getting business ready and providing regular updates back to the business.
    • Post go live: Track performance, collate users feedback, derive quick learnings, and iterate process as required
    • BAU: Co-ordinate handover activities around the (new) product with operations teams
  • Collaborate, define and embed efficient ways of working with all key stakeholders involved in product operations projects; including but not limited to Technology, Property, Finance, Operations, Commercial, Third party providers.
  • Manage all project related costs to ensure works are delivered within budget.
  • Manage team of product operations managers, ensuring that priorities and dependencies between projects are clear at all time within the team and to all stakeholders involved (e.g. IT, Facilities, Ops, etc.).
  • Manage any third party vendor in liaison with our legal, technology and business teams ensuring that all contractual and SLA obligations are adhered to
  • Develop blue print for (new) product roll-out in shops which can be leveraged across projects.
  • Review and continuously strive to improve internal processes related to deploying, running and maintaining products.
  • Maximize density of Self-service betting terminals (SSBTs) across the estate and avail matching rights relative to competitors.
  • Maintain an up to date log of what products and their specifications (e.g. number, age, location in shop, layout etc.) are available in each shop and define processes whereby others (e.g. shop teams, ops, facilities, IT, etc.) input into this log on an ongoing basis.
  • Issue guidelines on optimal product placement in shops to ensure the customer journeys and touch points in shops are intuitive and easy to navigate, and that our products portfolio is presented in the most compelling manner. These guidelines should be supported through quantitative and qualitative insights into our customer journeys and behaviors in shops.

Behavioral Competencies 

  • Customer focus – Thinks about customers 24/7 and puts them at the heart of all that we do
    • Gains insight into customer needs 
    • Identifies opportunities that benefit the customer 
    • Builds and delivers solutions that exceed customer expectations 
  • Drives results – Output oriented & deadline drive
    • Driven for results and is action oriented in approach 
    • Drive to see through projects to tight and demanding timelines
    • Pursues work with energy and drive 
    • Pushes self and helps others achieve results 
  • Superb organizational skills, whilst remaining flexible
    • Able to plan and manage multiple projects simultaneously
    • Able to adapt to change and react quickly to new information
    • Encourage their team to adopt a planned approach to their workload
    • Demonstrates attention to detail at all operational levels
  • Collaborates – Is a team player
    • Partners with others across the organisation to get work done 
    • Gains trust and support of others 
    • Flexes communication style to meet the needs of various audiences 
  • Resilient – Demonstrates a bias for action when faced with touch challenges.
    • Is confident under pressure
    • Handles and manages crises effectively.
    • Creates a climate where people are curious, try out improvements, learn and adapt

Education, Qualifications & Experience 

  • Degree level education
  • Proven ability to deliver multiple complex projects required
  • Clear track record in setting direction and leading multifunctional teams to deliver results at pace required
  • Excellent project management skills required
  • Excellent written and verbal communication skills
  • Strong relationship management skills
  • Experience working in retail ops would be an advantage
  • Knowledge of betting shop technology / products is a distinct advantage
  • Knowledge of the retail and sports/betting industry is a distinct advantage 

What you get in return

Beyond working with such a great team?

  • An exciting environment with real growth
  • Contribute to exciting products used by a highly passionate user base
  • Personal learning and development opportunities
  • Unlimited holiday allowance
  • 401K plan
  • Attractive healthcare plans

There's more, but we don't want to go on and on.

FanDuel is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgment or harassment. Our focus is on developing employees so that they reach their full potential. 

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Location

1375 Broadway, New York , NY 10018

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