Senior Vice President, Customer Operations, FanDuel
Once described as ‘a marketing guy who thinks he’s a service guy,” Josh Ives is bringing a fresh perspective to the nature of customer care and experience to FanDuel where he serves as SVP, Customer Operations overseeing the team responsible for the majority of the company’s interactions with customers.
Since joining FanDuel, Josh has been focused on changing not only the way customers interact with FanDuel on a daily basis, but how they view the brand. His primary goal is one of ensuring the company takes care of customers in a way that lives up to its brand.
A leader who believes in hiring smart people into key positions and then trusting their advice, Josh has re-shaped the position since joining FanDuel. Focusing on enabling front line staff to deliver the best possible experiences to FanDuel customers through integrated technology that provides a deep understanding of each customer.
Prior to joining FanDuel, Josh oversaw the Note7 recall for Samsung Customer Care, using the experience to help drive new services for customers, including the relaunch of Samsung’s public-facing care platform. He is known for consistently creating new service offerings that are marketable as differentiators and demonstrate to customers in meaningful ways that the company stands behind its products, building loyalty and brand trust.
Josh spent more than five years as a leader within the Customer Strategy and Customer Experience Management divisions at Electronic Arts, one of the world’s largest producers of video games. While at EA, Josh oversaw a landmark shift in customer relations strategy for the company, as the video game maker shifted from a retail model focused on brick and mortar partners to one of direct-to-player digital sales that required a different kind of relationship with players.
Josh spent the early part of his career serving as a customer experience consultant, working with a variety of brands and organizations, including Apple Inc., Goldman Sachs, Credit Suisse, MMC, TIME Inc., National Geographic and Rodale Publications.
Josh also spent time working for the Department of Defense, where he designed and deployed computer networks up and down the eastern seaboard under the Naval Facilities Engineering Command Atlantic Division (NAVFACENGCOM).
Josh lives in Kinnelon, New Jersey with his wife Kris, his children Alex and Elle, and their dogs Archer and Seamus. An avid outdoorsman, Josh enjoys cooking and previously owned a wine distribution business.