Sr Manager, Customer Service

Sr Manager, Customer Service

Location: On site - Allen, TX (relocation assistance provided) Reports To: VP, Customer Experience – Collectibles Travel expectations: up to 25% with international travel

About Fanatics Collectibles

Fanatics Collectibles is building the future of the trading card industry by combining innovation, technology, and a collector-first mindset. From iconic brands like Topps to groundbreaking new products, we deliver unforgettable experiences for fans around the world. Our Collector Support team plays a critical role in ensuring every collector feels valued and supported.

The Role

We are looking for a dynamic and experienced senior leader to lead and scale our global operations across North America, Europe, and APAC. This leader will oversee card defect replacements, substitutions, and redemption fulfillment with the goal of delivering faster, more compliant, and more cost-efficient solutions to collectors worldwide.

The Sr. Manager will unify these critical functions under Collector Support, partner closely with cross-functional teams, and drive both operational excellence and innovation through process improvement, automation, AI-enabled efficiency and operational rigor.

What You'll Do

• Lead Globally: Manage regional teams across NA, EU, and APAC, ensuring consistent service, faster turnaround times, and compliance with local regulations.
• Unify Functions: Oversee both post purchase defects and redemptions under one leadership structure to streamline accountability and improve customer outcomes.
• Drive Innovation: Leverage process automation, AI tools, and inventory management best practices to optimize workflows, reduce manual effort, and improve visibility.
• Scale Smartly: Design and launch scalable processes in new markets, including standing up workstreams from manual beginnings and transitioning them into efficient, tech-enabled operations.
• Collaborate Cross-Functionally: Partner with Operations, Tech, Product, and Compliance to ensure fulfillment processes are streamlined, automated, and customer-focused.
• Improve Continuously: Identify and execute on opportunities to reduce costs, shorten timelines, and improve collector satisfaction.

What We're Looking For

• Bachelor's degree in supply chain, logistics or business administration. An equivalent combination of education and experience may be considered.
• 8-10 years of progressive leadership experience in operations, fulfillment or post purchase defect resolution with a strong emphasis on customer support, ideally in a global consumer products or e-commerce environment.
• Proven expertise in process automation, inventory management, data analysis and reporting, and the use of AI tools to drive efficiency (off the shelve and home-grown tools)
• Experience launching new workstreams with limited technology or manual processes and scaling them successfully.
• Strong background in managing international teams and navigating compliance requirements across multiple regions.
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels of the organization.
• Flexibility to adapt to changing priorities and work in a fast-paced, dynamic environment.
• Bonus Points: Knowledge of the trading card industry, sports collectibles or collector community.

Why Join Us

At Fanatics Collectibles, you'll be part of a company redefining an entire industry. You'll lead a global team, implement cutting-edge solutions, and help shape the experience of collectors worldwide. If you're passionate about building scalable systems, driving efficiency through technology, and delivering world-class customer service, we want to hear from you.