Senior Operations Manager

ROLE OVERVIEW
The Senior Operations Manager shapes the Fanatics Commerce fan experience by serving as an athlete and fan advocate, leading multiple sub-departments within inbound or outbound distribution operations. This role is responsible for directing the efforts of Managers, Supervisors, and athletes to achieve peak performance through effective communication, mentorship, staffing strategy, and operational excellence. The Senior Operations Manager 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:

• Partner with Human Resources, internal operations partners, and external stakeholders to align staffing, compliance, and process standards across the distribution network.
• Serve as a liaison with supervisors, team leaders, and athletes to gather information, resolve issues, and communicate company standards and policies in a consistent and proactive manner.
• Mesh effectively with the existing management team by listening actively, building cohesion, and articulating a collective vision that drives alignment across departments.

People Leadership:

• Inspire and develop a team of Managers, Supervisors, and athletes through clear direction, constructive feedback, coaching, and targeted incentive programs that maximize team performance.
• Lead staffing forecasts for peak demand periods, managing scheduling and workload assignment to optimize throughput and operational efficiency.
• Develop supervisors into bigger leaders by modeling ownership, accountability, and a culture of continuous improvement in every interaction.

Fan & Customer Impact (Obsessed with Fans)

• Model a culture of ownership in every customer and employee interaction, consistently championing the fan and athlete perspective in operational decision-making.
• Meet and exceed service levels and quality expectations while working within financial constraints, ensuring the fan experience is never compromised by operational limitations.
• Communicate with and understand the needs of internal and external customers, translating those needs into operational priorities that drive satisfaction and loyalty.
• Suggest and implement innovative solutions that improve customer satisfaction while identifying opportunities to reduce costs without sacrificing quality or service.

Innovation & Problem Solving (Limitless Entrepreneurial Spirit)

• Display strong analytical and problem-solving skills — think creatively, challenge assumptions, and drive to find answers even in ambiguous or high-pressure situations.
• Drive ongoing process improvement initiatives that enhance departmental efficiency, reduce waste, and support the scalability of distribution operations.
• Identify and implement best solutions to drive revenue growth and cost reduction, applying data analysis and operational insight to determine the most impactful course of action.
• Monitor program effectiveness and report on productivity and operational performance metrics to senior leadership, using findings to inform continuous improvement.

Ownership & Execution (Determined & Relentless Mindset)

• Direct the overall performance of the department, maintaining standards for productivity, reliability, and accuracy while effectively planning, staffing, and coordinating the flow and storage of materials and inventory.
• Drive strategic priorities and operational activities with a determined mindset, proactively addressing issues before they escalate and taking accountability for outcomes across the department.
• Manage a safe workplace by advocating for training, accident prevention, and emergency preparedness, ensuring full compliance with company safety standards.
• Make active, timely decisions in a fast-paced environment, thriving under pressure and consistently delivering results through disciplined execution and relentless follow-through.

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:

• 5+ years of Distribution or Warehouse management experience, with demonstrated ability to lead multi-department operations at scale.
• Proven ability to gather detailed and accurate information and translate it into internal operation systems and actionable operational plans.
• Strong analytical skills with a demonstrated ability to interpret data and translate findings into effective courses of action that improve performance and reduce costs.
• Strong computer proficiency including Excel, Word, Lotus Notes, Internet, Mainframe, FMS, and DMS.
• Excellent communication skills, written and oral, with the ability to effectively convey direction, expectations, and feedback to all levels of the organization.
• Exceptional planning and organizational skills, with the ability to prioritize competing demands, multitask, and perform effectively in a fast-paced, high-volume environment.

Education:
Bachelor's degree in Business, Management, or a related discipline preferred, or equivalent education and experience