Collector Experience Manager

About the position

As a Collector Experience Manager for Fanatics Live and Collect, you will lead daily operations for our collector experience teams, ensuring standout service before, during, and after every customer interaction. You'll manage CX Leads, Operations Specialists, and front-line staff while collaborating cross-functionally to enhance our platforms through feedback-driven innovation. This role requires a strong blend of strategic thinking, operational excellence, and deep empathy for collectors. You will champion scalable AI solutions, optimize key performance metrics, and ensure our service standard of speed, empathy, and professionalism is consistently met across all touchpoints.

Responsibilities

• Lead and scale a high-performing CX team, providing strategic guidance to team leads and front-line staff.
• Drive cross-functional collaboration to improve collector journey, product functionality, and support policies.
• Implement and optimize AI tools (chatbots, predictive routing, agent assist) to increase efficiency and service quality.
• Coach and develop talent at all levels of the CX organization, fostering a culture of accountability and growth.
• Monitor and act on core metrics including CSAT, NPS, response and resolution times, and backlog.
• Utilize data insights to inform roadmaps and continuously improve workflows and collector satisfaction.
• Support key product launches and events with flexible availability and on-site presence as needed.
• Represent the voice of the collector across teams and advocate for best-in-class experiences.

Requirements

• 5+ years of experience in CX or operations leadership in a fast-paced, digital or live commerce environment.
• Proven track record in managing and mentoring high-performing teams.
• Expertise with CX tools such as Zendesk, Salesforce, Kustomer, and project management software like JIRA, Asana, or Notion.
• Experience with AI-powered CX solutions (chatbots, summarization, sentiment analysis).
• Knowledge of live marketplaces or auction-based platforms; familiarity with the collectibles/trading card space is a strong plus.
• Strategic mindset with strong analytical and execution capabilities.
• Exceptional organizational skills and ability to scale processes effectively.
• Excellent communication skills and ability to influence across teams.
• Bachelor’s degree required; Master’s degree a plus.