Fanatics

Compensation

Full Description

Location: hybrid – Los Angeles or New York (relocation assistance provided) Reports To: VP Global Collector Experience – Collectibles Travel expectations: up to 25% with international travel Job Summary We are seeking a highly skilled and experienced Senior Manager, Customer Experience to lead three critical global work streams: Social Media & Executive Escalations, Fraud/Concession Abuse Detection & Prevention, and VIP Support for High-End Collectors. This leader will oversee a growing team of ~10+ Senior CS Escalations Associates and drive world-class support experiences for Fanatics Collectibles. This role requires exceptional leadership, strong operational acumen, and the ability to influence globally across Ops, Tech, Fraud, Product, Athlete Relations, and high-value customer programs. The ideal candidate brings deep customer experience expertise, thrives in fast-moving environments, and can build scalable processes for emerging workstreams. Key Responsibilities 1. Social Media & Executive Escalations • Lead the global escalation function across social platforms and executive channels, ensuring rapid, accurate, and brand-aligned resolution for high-visibility cases. • Expand coverage to support NBA, NFL, and international markets (TEL/EMEA/APAC). • Oversee response strategy, tone, risk mitigation, and cross-functional communication for sensitive issues. • Serve as point of contact for C-level executives, Legal, PR, Athlete Relations, and Brand on high-impact cases. • Maintain strong relationships with high-profile collectors, influencers, and partners. 2. Fraud & Concession Abuse Detection & Prevention • Build and oversee a new global fraud and concession abuse prevention program, including policies, tooling, detection models, and investigative processes. • Partner with Digital/e-Comm, Collect, Live, Payments/Fraud, and Risk teams to build end-to-end prevention workflows. • Develop frameworks for detecting chargebacks, concession abuse, excessive claims, and cross-platform behavior anomalies. • Produce reporting and root-cause insights for Ops, Tech, and Leadership to strengthen controls. 3. VIP Support for High-End Collectors • Stand up a concierge-level support model for collectors spending $250K+ annually across the Fanatics Collectibles ecosystem. • Partner closely with Collector Relations team and the High-End/Portfolio Management team to deliver proactive, white-glove experiences. • Build specialized SLAs, personalized routing, case ownership models, and priority workflows for top-tier collectors. • Develop strong relationships with VIP collectors to support retention and long-term loyalty. 4. Team Leadership & Operational Management • Lead, coach, and develop a high-performing team of Senior Collector Support Associates. • Establish clear goals, KPIs, dashboards, and escalation processes across all three workstreams. • Collaborate with CS leadership to align strategies with broader org goals. • Oversee quality & training expectations for the escalations team and partner with CX Training/QA to scale processes. • Handle the most complex or sensitive escalated cases directly when required. 5. Cross-Functional Leadership • Partner with Product, Ops, Live, Collect, Digital/e-Comm, Platform, PR, Legal, Athlete Relations, and external vendors as needed. • Influence roadmap priorities for fraud tooling, escalation workflows, and VIP servicing. • Oversee the implementation and optimization of customer service technologies, automation, and CRM tools. • Represent CX in high-priority business initiatives across the Collectibles ecosystem. 6. Analytics, Insights & Continuous Improvement • Monitor KPIs across escalations, fraud prevention, and VIP workstreams. • Identify trends and areas for improvement, providing proactive insights to senior leadership. • Develop scalable workflows and documentation to support global growth and new product lines. • Stay current on industry best practices, fraud trends, escalation management, and collector community dynamics. Requirements • Bachelor’s degree in business, operations, management, or related field (or equivalent experience). • 7–10+ years of progressive CX, escalations, or operations leadership experience, ideally in a complex, multi-channel customer support environment. • Experience managing high-performing teams and scaling new programs. • Strong understanding of customer experience operations, risk/fraud prevention, and high-end/VIP support models. • Excellent communication and stakeholder management skills, including executive and cross-functional alignment. • Analytical mindset with ability to interpret data, identify trends, and drive process improvement. • Proficiency with CRM systems (preferably Genesys or Kustomer), fraud tools, social monitoring platforms (Sprinklr), and escalations technology environments. • Ability to navigate ambiguity, shifting priorities, and high-pressure escalations with sound judgment. • A customer-first mindset with a track record of delivering exceptional experiences. In New York City, the salary range for this position is $150,500-$175,000, which represents base pay only and does not include short-term or long-term incentive compensation. In Los Angeles, the salary range is $138,000-$160,000. These salary ranges are specific to Los Angeles or NYC and may not be applicable to other locations. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training. Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers. 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. Fanatics Collectibles is a new model and vision for the hobby, fundamentally changing the experience for current and future collectors, leagues, and players across many U.S. and international professional and college sports. The organization has long-term, exclusive rights to design, manufacture and distribute trading cards for several sports and entertainment properties, including MLB, MLBPA, the Premier League, MLS, UFC, Formula 1 as well as Disney, Marvel, Pixar, and Star Wars, among others. In January 2022, Fanatics Collectibles announced the acquisition of Topps, establishing the preeminent licensed trading card brand as the cornerstone of Fanatics’ trading cards and collectibles business, and jumpstarted its MLB and MLBPA rights to design, manufacture and distribute trading cards