Manager, Operations

Role Overview

The Manager, Operations oversees daily operational processes supporting the Fanatics Collect platform — including collectible intake, authentication coordination, vault operations, and outbound fulfillment. This role ensures efficiency, accuracy, and scalability of workflows that enable a seamless collector experience from vaulting to live commerce.

At the M1 level, this role manages a team of operations specialists and leads day-to-day activities to meet service-level agreements (SLAs), quality standards, and process improvement goals. The Manager collaborates closely with cross-functional partners across Product, Logistics, and Customer Experience to support growth, scale, and continuous improvement within Fanatics Collect’s operational ecosystem.

Key Responsibilities

• Manage daily operations across vaulting, inventory control, and fulfillment functions supporting the Fanatics Collect platform.
• Oversee inbound and outbound workflows for physical collectibles, ensuring accuracy, speed, and compliance with established standards.
• Maintain alignment with third-party partners (e.g., authentication, grading, and logistics providers).
• Monitor key performance indicators (KPIs) — including turnaround time, accuracy rate, and service quality.
• Identify and address bottlenecks or quality issues through root cause analysis and process improvement initiatives.
• Lead and develop a team of operations specialists and coordinators; set performance expectations, provide coaching, and conduct regular check-ins.
• Foster a culture of safety, accuracy, and operational excellence.
• Identify and implement operational improvements in collaboration with Product, Data, and Technology teams.
• Develop and document standard operating procedures (SOPs) and ensure training adherence.
• Partner with Product Management to communicate operational requirements and feedback for new feature development.
• Coordinate with Customer Experience to resolve escalations and ensure seamless customer interactions.
• Ensure all operations comply with internal policies, security standards, and safety guidelines.
• Oversee audits and physical inventory reconciliations within the vault environment.

Qualifications

• Bachelor’s degree in Operations, Supply Chain, Business Management, or related field preferred.
• 5–7 years of experience in operations, warehouse management, or logistics — preferably in e-commerce, collectibles, or high-value goods handling.
• 1–3 years of people management experience required.
•  Experience with WMS, ERP, or fulfillment systems; proficiency in Microsoft Excel and data analytics tools.
• Strong leadership and team-building capabilities.
• Excellent analytical, organizational, and problem-solving skills.
• Ability to prioritize and manage multiple workflows in a fast-paced environment.
• Experience with process design and operational optimization tools (e.g., Lean, Kaizen, Six Sigma).
• Strong communication and stakeholder management skills.
• Comfort operating in both digital and physical inventory management settings.

Scope & Impact

• Manages an operations team with measurable output tied to accuracy, throughput, and SLA metrics.
• Contributes to Fanatics Collect’s business scalability and service reliability.
• Decisions directly impact short-term operational success and collector satisfaction.
• Responsible for executing against strategic goals defined by senior leader