Senior Manager, Operations

Role Overview

Fanatics is seeking a strategic and execution-oriented Senior Manager of Operations to lead and evolve core operational functions across Fanatics Live, Fanatics Collect, and Topps.com. This role will own the design and execution of our shipping, order management, payments, and post-order operations, ensuring scalability, cost-efficiency, and best-in-class collector experiences.

As a key operational leader, this person will manage cross-platform processes, 3rd-party relationships, and systems enhancements while partnering closely with Product, Engineering, Customer Support, and Finance to build and scale the operational backbone of our growing ecosystem.

Key Responsibilities

📦 Shipping & Fulfillment Leadership

• Build and execute the shipping and fulfillment strategy across Fanatics Live, Fanatics Collect, and Topps.com, adapting to unique business models (e.g., marketplace sellers vs. direct-to-consumer).
• Partner with 3PLs, warehouse operators, and carriers to ensure cost-effective, SLA-compliant performance.
• Continuously identify process bottlenecks and implement automation or tooling to improve throughput and accuracy.

🧾 Order Management & Payments Oversight

• Own the end-to-end order lifecycle, including routing logic, split shipment handling, backorder flows, and order reconciliation across systems.
• Collaborate with Finance and Engineering to manage payments, refunds, payout flows, and order revenue accuracy.
• Ensure operational readiness and monitoring for key product drops, redemption releases, or pre-sale campaigns.

🛠️ Systems & Tooling Optimization

• Serve as a business owner for operational systems (OMS, shipping platforms, payment tools).
• Partner with Product and Engineering to develop and refine tooling that supports fulfillment, shipping labels, tracking updates, return workflows, and more.
• Lead testing, UAT, and launch planning for new operational product features.

🧑‍🤝‍🧑 Team & Vendor Management

• Manage and grow a lean operations team, including potential direct reports overseeing Topps order management or daily marketplace ops.
• Own vendor relationships with fulfillment centers, shipping carriers, and software partners.
• Drive accountability through vendor scorecards, QBRs, and SLA compliance.

📊 Performance Management & Reporting

• Build and maintain real-time dashboards tracking order volume, shipping SLAs, refund rates, and payout performance.
• Identify areas for cost optimization and margin improvement through better carrier selection, fulfillment workflows, or tooling upgrades.
• Provide weekly and monthly reporting to leadership on operational health.

Key Metrics for Success

• SLA adherence across fulfillment and payment timelines
• Reduction in average shipping and refund costs
• Improved NPS or CSAT for post-order experience
• Operational efficiency gains via automation or process change

Required Skills and Experience

Experience:

• 7+ years in shipping, logistics, or fulfillment operations within ecommerce, marketplace, or consumer goods environments.
• Proven track record of leading 3PL relationships and carrier negotiations.
• Experience with ecommerce order management systems, warehouse software, and shipping automation tools.
• Demonstrated experience working with Product and/or Engineering to influence tooling or system improvements.

Skills:

• Exceptional project management and process improvement capability
• Ability to translate operational problems into systems requirements
• Analytical and systems-thinking mindset, with a bias for action
• Strong team and vendor leadership with clear performance orientation

Preferred Qualifications

• Familiarity with collectibles, live commerce, or high-value inventory handling
• Experience with both domestic and international shipping models
• Lean Six Sigma or similar operational excellence training a plus

In NYC, the salary range for this position is $120,000 - $150,000, which represents base pay only and does not include short-term or long-term incentive compensation. This salary range is specific to NYC and may not be applicable to other locations. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.

Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers.