Director, Fan Services

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 pro