Sr. Director, Ops Enablement & Insights, AI

About the Company:

Fanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, and operators obsesses over how to create the ultimate collector experience with our products: Topps.com, the direct to consumer ecommerce platform of the Topps brand, Fanatics Collect, the most trusted and dynamic collector focused marketplace, and our collector focused live shopping platforms, Fanatics Live and Voggt.

We have the unique advantage of being backed by Fanatics - the world’s largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA among many others - but we’re a nimble, ambitious team building products from the ground up.

If you're passionate about building world class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting.

About the Role:

We’re seeking a data-driven, technically skilled leader to elevate performance across our Operations, Customer Experience (CX), and Trust & Safety (T&S) functions. In this pivotal role, you’ll harness analytics to optimize KPIs, enhance operational efficiency, and guide strategic decision-making. You’ll oversee the configuration and management of key service tools, lead process automation initiatives, and direct workforce management for Fanatics Live & Collect.
The ideal candidate brings deep expertise in service operations and performance analytics, coupled with a strong understanding of the systems and tools that enable operational excellence—emphasizing efficiency and optimization in system and tool integrations, as well as precision in data capture and analysis. They excel at translating complex datasets into scalable, insight-led strategies and have a proven track record of using data intelligence to deliver measurable, impactful improvements.

Responsibilities:

• KPI Performance Management:
  • Leverage data to define, track, and analyze key performance indicators (KPIs) across the collector experience. Drive continuous improvement by focusing on efficiency, effectiveness, resolution rates, and satisfaction.
  • Develop and implement data-driven strategies and initiatives that directly enhance KPI performance, support operational targets, and improve overall collector outcomes.
  • Deliver actionable insights through robust reporting and dashboards, identify trends, set performance goals, and shape strategic action plans based on analytical findings.
• Tool Configuration and Administration:
  • Manage and optimize key collector service tools and platforms (e.g., CRM, WFM, knowledge bases) to enhance agent productivity, streamline workflows, and ensure data accuracy.
  • Partner cross-functionally with IT, Engineering, and business stakeholders to evaluate, implement, and integrate new technologies that support evolving operational needs.
  • Maintain comprehensive tooling documentation and support data aggregation efforts across Fanatics portfolio entities to deliver actionable insights for CX, Seller, and Business teams.
• Process Optimization:
  • Identify and analyze existing collector experience team processes to pinpoint inefficiencies, bottlenecks, and areas for improvement.
  • Lead cross-functional teams to design, implement, and iterate on processes that enhance efficiency, improve quality, and optimize the overall collector experience.
  • Develop and maintain process documentation, including workflows, standard operating procedures (SOPs), and training materials.
  • Implement continuous improvement methodologies to ensure ongoing process optimization.
• Supportability and Strategy:
  • Develop and implement strategies to enhance operational support, ensuring agents and collectors have the necessary tools, resources, and knowledge to resolve issues effectively.
  • Collaborate with training teams to identify skill gaps and support the creation of impactful training programs.
  • Contribute to long-term operational strategy by aligning with organizational goals and proactively addressing future service challenges.
• Workforce Management:
  • Develop and execute workforce management strategies to optimize staffing, scheduling, and resource allocation in alignment with service and efficiency goals.
  • Leverage historical data and forecasting models to predict demand, create agent schedules based on skills and availability, and adjust in real time to maintain service levels.
  • Partner with HR on workforce planning, recruitment, an