Senior Operations Manager

Job Description

At Fanatics Commerce, we're more than just a leader in licensed sports merchandise - we're a team united by a relentless passion for our fans and a commitment to innovation. We live by our BOLD Leadership principles: We Build Championship Teams, we're Obsessed with Fans , we embrace a Limitless Entrepreneurial Spirit , and we approach every challenge with a Determined and Relentless Mindset . If you're ready to contribute to a dynamic, fast-paced environment that thrives on collaboration and growth, we want you to be part of our team.

Role Overview:

Responsible for operations of the Warehouse and its employees. Responsible for keeping current warehouse practices best in class through use of technology, process improvement, innovation, and employee ownership and empowerment.

Senior Operation Managers shape the Fanatics customer experience through program and employee development, feedback, recognition, and training. This is a leader that drives customer service skill development, productivity metrics, and employee engagement. This leader must develop strong working relationship with fulfillment and manufacturing partners in all locations. This leader must be able to implement and drive strategic plans to increase productivity, quality opportunities, cost savings opportunities, and service levels based on contractual and/or internal guidelines, working in conjunction with vendors, internal operations partners, finance, and training.

How you will make an impact:

• Inspire a team of 2-3 Managers, 3-10 supervisors and 50-350 full time athletes (employees) to perform at a high level through effective communication, mentorship and feedback
• Model a culture of ownership in every customer and employee interaction
• Manage the overall direction, development, and performance of the department and operations partners both internal and external
• Meet and/or exceed service levels and quality expectations, while working within financial constraints.
• Keep the team safe by driving a culture of safety as the foundation of what we do, utilizing not only 5S, but also empowering safety behaviors and striving for excellence and cleanliness
• The position will be responsible for determining and providing best solutions to drive revenue and reduce cost.
• Responsible for strong business acumen with the ability to teach others
• Provide direction on support processes and set up to ensure consistency, productivity and profitability
• Liaison with supervisors, team leaders, and athletes to gather information and resolve issues
• Monitor program effectiveness and report on productivity to senior leadership
• Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work
• Maximize team performance through training, motivation, and incentive programs
• Suggest innovative solutions that improve customer satisfaction while reducing cost
• Develop supervisors to become bigger leaders
• Provide clear, constructive direction and feedback
• Display strong analytical and problem-solving skills; think outside of the box; may not always know the answer, but certainly know how to find it
• Value and appreciate the customer perspective
• Communicate with and understand the needs of internal and external customers.
• Mesh well with the existing management team by being a good listener, a team builder and an articulate advocate of our collective vision.
• Responsible for quality metrics related to athlete performance
• Responsible for influencing strategy and vendor direction

What you bring to the team:

• Excellent active listening skills
• Ability to read, write and speak articulately
• Active decision-making and problem -solving
• Thrive in a fast-paced team environment
• Superior emotional intelligence, a kind and empathetic disposition
• Possess a sensational personality, tons of patience, and the willingness to get involved in day-to-day activities
• Experience with deploying new contact center technology
• Ability to conceptualize, launch and deliver multiple projects on time.
• Must be Able to Lift Approximately 25 lbs.
• Must be Able to Perform Physical Duties of Position such as Assisting in Moving Product from Printing to Packaging Departments
• Demonstrates Effective Communication and Interpersonal Skills
• Able to Operate Computerized Scanning Equipment and PC Based Inventory Control Programs
• Ability to Stand 8 to 10 Hours per Day
• May be Expected to Walk Up to 10 miles per day

What's required:

• Bachelor's degree in Business, Management, or related field, or an equivalent combination of education, training and experience is required
• Minimum of 3 years of related experience as an Operations Manager in a customer care environment, including hiring, motivating, coaching, counseling, and training

What's IN IT FOR YOU:

• Culture: Join a team where you're surrounded by top-tier talent, driven by a shared passion to relentlessly enhance the fan experience. With a focus on collaboration, support, and continuous development, you'll be empowered to help shape our culture that celebrates both individual and team successes
• Benefits: We provide a wide range of health, financial, legal, and development assistance, including wellness programs with fitness and weight management partners, paid maternity paternity leave, and infertility treatment. Additionally, we offer flexible time off to help you recharge, along with a competitive 401k plan to support your financial future. At Fanatics, we're dedicated to supporting you in all aspects of work and life.

About Us

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.