Job Description At Fanatics Commerce, we’re more than just a leader in licensed sports merchandise – we’re a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: 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. The Game Plan It’s game time! Simply put, we want a team of key players on the Fanatics team, who understand the Fan passion and love sports, come prepared to play in the game, have a growth mindset, and are excited to build long-term career opportunities, all while creating memorable fan experiences for sports fans at Fanatics. Summary This leader is responsible for inspiring a team of supervisors, team leaders, and athletes (customer service advisors) to perform at a high level through effective communication, mentorship, data analysis, and customer service technology tools. They will exhibit extensive and confirmed capabilities such as supporting fan-focused strategy decisions, continually improving processes, setting direction and driving performance of teams, leading employee engagement and development, and managing wide ranges of cross-functional relationships with internal and external partners. They are passionate about relentlessly enhancing the fan experience, effective communication, maximizing the capabilities of their teams, root cause analysis, improving processes, meeting/exceeding value-add goals, and forward thinking in terms of data and technology tools. They lead a fan-first organisation that is fan-obsessed, agile, and passionate for the best fan experience. They are determined and relentless to make the fan experience both memorable and beloved. General Responsibilities • Consistently analyze and leverage data of key KPI's to drive targets and process improvements including but not limited to financial targets, Appeasement per Contact, Contacts per Order, First Contact Resolution, Net Promoter Score, Average Handle Time, Adherence, Quality, Customer Satisfaction/Customer Delight, additional Service Level Agreements • Position will be responsible for determining and providing innovative solutions to identify key contact drivers, drive revenue, reduce cost, and ensure all appropriate regulatory and compliance framework is adhered to (e.g. PCI/PII, GDPR, etc.) • Liaise with direct report teams, fulfillment operations, logistics, merchandising, marketing, business analytics, and technology teams to gather information, provide key insights, and resolve issues • Coordinate resources, remove barriers, and work cross-functionally with external partners in various capacities such as marketplace operations, drop ship vendors, and MTO/3PL partners • Strategize messaging to adapt to the voice of the fan (customers) and enhance the Fanatics brand globally • Strong technical proficiency with various customer experience technologies including but not limited to contact experience platforms, e-commerce front end/back-end tools, order management systems, content management systems, and AI/Machine-Learning powered conversation analytics systems etc. • Know the business subject matter and content thoroughly and serve as a key decision maker in shaping it • Strong problem-solving and analytical skills to leverage relevant data and reports, conducting root cause analysis to identify and share data-driven trends • Collaborate effectively with other internal business partners/org leaders and/or business verticals to drive value and share insights • Manage staffing, workflows, and performance seamlessly for on-premise, hybrid, and remote employees • Maximize team performance through training, motivation, project management, and incentive programs • Lead a supportive, growth-mindset culture with all members on the team Education & Experience • 7 years of customer operations experience • 5+ years of leadership experience preferred • Experience in the E-Commerce space preferred • Value and appreciate the omni-channel fan journey • Model a culture of ownership in every interaction • Thrive in a fast-paced environment • Advanced communication skills in writing, speaking, and various digital formats. Comfortably capable of delivering to senior-level / C-level audiences • Strong proficiency in Microsoft Office suite | foundational experience with Excel/Pivot tables • Knowledgeable user of digital technologies such as CRM technologies, Conversation-Analytics Software, Contact Center Technologies, Customer Review Tools, and various order management tools (i.e. EDI, DAX, Cloud Reporting, etc.) OTHER: • Multi-lingual candidates are encouraged to apply (preferred Spanish, French, and German) Working Conditions Office – Typical Office environment with little exposure to excessive noise, dust, temperature, and the like. Extended use of computer keyboard and viewing of computer monitor for daily tasks and potential virtual meetings. Ability to sit for long periods of time.