Job Description

About the Role

The Manager, Partner Experience is responsible for defining, building, and scaling the

end-to-end experience for Fanatics Collect’s marketplace partners, including dropshippers and

live breakers. Sitting within the Collector Experience organization, this role owns the systems,

standards, and operational frameworks that ensure a seamless, high-quality experience for both

partners and collectors.

This leader will move beyond reactive issue resolution to proactively designing scalable

processes that improve partner performance, reduce friction, and enable marketplace growth.

The role requires strong cross-functional leadership, influencing Product, Engineering,

Operations, and Trust & Safety to deliver a best-in-class marketplace experience.

Responsibilities:

• Define and own the B2B experience strategy for marketplace partners, aligning with
  
  broader marketplace and CX goals
• Establish, implement, and continuously improve service standards, SLAs, and escalation
  
  frameworks
• Identify systemic gaps and lead end-to-end operational improvements to enhance
  
  partner and collector experience
• Partner cross-functionally with Product, Engineering, Operations, Sales, and Trust &
  
  Safety to prioritize and resolve marketplace issues
• Influence product roadmap decisions to improve partner workflows, tooling, and
  
  experience quality
• Monitor partner ecosystem health, performance trends, and risk signals to ensure
  
  marketplace quality
• Develop scalable mechanisms for partner performance management and quality
  
  assurance
• Own resolution frameworks for high-visibility and executive-level escalations
• Build and optimize processes, tooling, and workflows to support rapid marketplace
  
  growth
• Lead, mentor, and develop team members while fostering a culture of accountability and
  
  continuous improvement

Qualifications:

• Bachelor’s degree in Business, Operations, or related field; advanced degree a plus
• 5–8+ years of experience in marketplace operations, partner management, or customer
  
  experience operations
• Proven track record leading cross-functional initiatives across Product and Engineering
  
  organizations
• Experience designing and implementing operational processes, SLAs, and escalation
  
  frameworks
• Strong analytical skills with the ability to translate data into actionable insights and
  
  strategy
• Excellent communication and stakeholder management skills, with experience
  
  influencing senior leaders
• Ability to operate effectively in a fast-paced, ambiguous, and high-growth environment
• Experience in e-commerce, marketplaces, or live commerce strongly preferred
• Experience managing high-value partners or complex B2B relationships preferred
• Familiarity with the trading card and collectibles industry is a plus

In NYC, the salary range for this position is $110,000 - $130,000, which represents base pay only and does not include short-term or long-term incentive compensation. 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

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.