Fanatics is building a leading global digital sports platform to ignite and harness the passions of fans and maximize the presence and reach for hundreds of partners globally. Optimizing these long-standing partnerships, a database of more than 80 million global consumers and a trusted, recognizable brand name, Fanatics is expanding beyond its position as a global leader for licensed sports merchandise to now becoming a next-gen digital sports platform, featuring an array of offerings for fans across the sports ecosystem.
The Fanatics family of companies currently includes Fanatics Commerce, a vertically-integrated licensed merchandise business that has changed the way fans purchase their favorite team apparel, jerseys, headwear and hardgoods through a tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy; Candy Digital, a digital collectibles company that is partnering with prominent sports properties, including MLB and MLBPA, to build an official NFT ecosystem; Fanatics Collectibles, through Topps as a cornerstone of the business, building a new model for the collectibles and trading cards hobby with top leagues and players association partners; and Fanatics Betting & Gaming, a mobile betting, gaming and retail sportsbook platform. Fanatics’ partners include all major professional sports leagues (NFL, MLB, NBA, NHL, NASCAR, MLS, PGA) and hundreds of collegiate and professional teams, which include several of the biggest global soccer clubs.
As a market leader with more than 9,000 employees, and hundreds of partners, suppliers, and vendors worldwide, we take responsibility for driving toward more ethical and sustainable practices. We are committed to building an inclusive Fanatics community, reflecting and representing society at every level of the business, including our employees, vendors, partners and fans. Fanatics is also dedicated to making a positive impact in the communities where we all live, work, and play through strategic philanthropic initiatives.
At Fanatics, we’re a diverse, passionate group of employees aiming to ignite pride and passion in the fans we outfit, celebrate and support. We recognize that diversity helps drive and foster innovation, and through our IDEA program (inclusion, diversity, equality and advocacy) at Fanatics we provide employees with tools and resources to feel connected and engaged in who they are and what they do to support the ultimate fan experience.
What You’ll do…
Build and manage multiple teams and functional areas to service Payment needs from a contact center operations perspective that can scale efficiently and effectively within a rapidly growing startup
Ensure each team is rapidly resolving issues and inquiries, exceeding customer expectations, and delivering an outstanding experience to our growing community of Fanatics Fans.
Define and implement a proactive approach to payments strategy.
Define Key Performance Indicators and drive competence and efficiency through payment optimization in conjunction with vendors/product
Apply subject matter expertise (gaming) to optimize payment processes and technologies (e.g., gateways, ACH, Wire, Credit & Debit cards, Digital Wallets).
Manage vendor relationships while serving as subject matter expert on gaming-based payments, and being engaged with innovators in this space.
Analyze team performance indicators to ensure support volume and quality of interactions are exceeding standards.
Establish and update support policies and procedures to meet the needs of staff, customers, and the business.
Recruit, interview, and hire new customer experience managers and agents.
Train managers on standard policies and procedures while coaching them to think creatively and passionately about ways in which we can make every customer interaction meaningful and provide the best betting and gaming experience possible.
Lead and coach managers on analytics requirements, escalation procedures, and coaching best practices.
Determine the customer experience team needs based on key metrics and performance indicators.
Spearhead sharing customer insights and trends to all areas of the business including product, marketing, and operations.
Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution.
Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals.
Ensure the team follows all internal and external guidelines and regulations.
Work with various business leaders to accomplish key business initiatives to ensure employee development and establish succession planning within reporting lines.