Director Fan Services

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.