The posting
Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties.
At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset.
ROLE OVERVIEW
The Director, Fan Services leads the Fan Services customer service organization across first and second line teams, owning the departmental budget, headcount planning, and vendor/BPO relationships in partnership with global teams. This role works across internal Fanatics International stakeholders to prioritize activity for the benefit of partners and fans, delivering feedback to the SLT on progress and future opportunities while bringing extensive experience of best-in-class processes, tools, and performance management. The Director, Fan Services delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.
HOW WILL YOU DRIVE IMPACT
Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes.
Team & Leadership Impact (Build Championship Teams)
Cross-Functional Leadership:
- Liaise with fulfillment operations, logistics, merchandising, marketing, business analytics, Partnerships, and technology teams to gather information, provide key insights, and resolve issues across the organization.
- Coordinate resources, remove barriers, and work cross-functionally with external partners including marketplace operations, drop ship vendors, and MTO/3PL partners to ensure seamless operations.
- Lead and present Fan Services operational data on daily, weekly, and monthly business review calls to senior and executive leadership, proactively communicating core KPIs and delivering strategies to overcome operational challenges.
People Leadership:
- Manage staffing, workflows, and performance seamlessly for on-premises, hybrid, and remote employees, maximizing team performance through training, motivation, project management, and incentive programs.
- Develop succession plans and talent pipelines for managers, supervisors, and team leaders to build organizational depth and resilience.
- Deploy policies, procedures, and service level standards across the customer service organization in partnership with global teams to ensure consistent, high-quality execution.
Fan & Customer Impact (Obsessed with Fans)
- Own the voice of the fan by serving as the subject matter expert for customer sentiment and feedback, strategizing messaging that adapts to fan needs and enhances the Fanatics brand globally.
- Consistently analyze and leverage data to drive targets and process improvements across key metrics including Net Promoter Score, Customer Satisfaction/Customer Delight, First Contact Resolution, Appeasement per Contact, and Contacts per Order.
- Identify and reduce contact drivers through innovative solutions while ensuring adherence to all appropriate regulatory and compliance frameworks, including PCI/PII and GDPR.
- Develop and manage BPO and vendor partner relationships — including performance, cost, and contract oversight — to ensure fans receive best-in-class service across every channel.
Innovation & Problem Solving (Limitless Entrepreneurial Spirit)
- Apply strong technical proficiency across customer experience technologies including contact experience platforms, e-commerce front-end/back-end tools, order management systems, content management systems, and AI/Machine Learning-powered conversation analytics systems to drive continuous improvement.
- Leverage omni-channel operational expertise to identify gaps, design scalable solutions, and enhance the end-to-end fan service experience across all touchpoints.
- Bring innovative approaches to first and second line contact management, improving resolution rates and reducing friction across own and 3PL operations.
- Identify opportunities to integrate emerging technologies and data-driven tools to improve efficiency, reduce costs, and elevate fan outcomes.
Ownership & Execution (Determined & Relentless Mindset)
- Own the strategic roadmap, budget, and resource planning for the Fan Services customer service organization, aligning headcount, technology, and vendor/BPO investment to business goals.
- Drive performance management across the team with a disciplined focus on financial targets and third-party SLAs, ensuring accountability at every level of the organization.
- Thrive in a fast-paced, high-growth environment, demonstrating the ability to manage competing priorities with urgency and composure while delivering results at scale.
- Communicate clearly and confidently in writing, speaking, and digital formats to senior-level and C-level audiences, translating operational complexity into strategic insight.
AI & DIGITAL CAPABILITY
We are building a future-ready organization. This role is expected to:
- Apply AI and technology to improve efficiency, quality, and outcomes
- Use data and digital tools to inform decisions and enhance performance
- Demonstrate curiosity and adaptability in adopting new technologies and ways of working
- Contribute to a culture of innovation and continuous improvement
CAPABILITIES & EXPERIENCE YOU BRING
Required Qualifications:
- 10+ years of customer operations experience, including deep expertise in first and second line contact management and managing own and 3PL operations.
- 7+ years of people leadership experience, including demonstrated success leading leaders and managers across on-premises, hybrid, and remote environments.
- Experience and understanding of omni-channel operations and the e-commerce space.
- Advanced communication skills in writing, speaking, and digital formats, with the ability to deliver comfortably to senior-level and C-level audiences.
- Strong proficiency in Microsoft Office suite, including foundational experience with Excel and pivot tables; knowledgeable user of CRM technologies, Conversation-Analytics Software, Contact Center Technologies, Customer Review Tools, and order management tools such as EDI, DAX, and Cloud Reporting.
- Proven track record of owning departmental budgets, headcount planning, and BPO/vendor relationships including performance, cost, and contract oversight.
- Multi-lingual candidates are encouraged to apply; Spanish, French, and German are preferred.
Education:
Bachelor's degree in business, communications, management, or a related field.
WORK LOCATION
On-site: Your work location will be onsite in Stakehill.
At Fanatics, we operate with a BOLD mindset - We Build Championship Teams, we’re Obsessed with Fans, we embrace a Limitless Entrepreneurial Spirit, and we approach every challenge with a Determined and Relentless Mindset. If you’re ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.
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 Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally – as well as its flagship site, www.fanatics.com.
Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world—including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA).
At Fanatics Commerce, we infuse our BOLD Leadership Principles in everything we do: · Build Championship Teams · Obsessed with Fans · Limitless Entrepreneurial Spirit · Determined and Relentless Mindset
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