Manager, Partner Experience
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
251-500 employees
