Senior Manager - Operations - Waxahachie, TX

Fanatics Commerce•Waxahachie, TX

7h•Onsite

About The Position

The Senior Operations Manager is responsible for the full operational leadership of warehouse functions, including people development, process innovation, and performance accountability across a large, dynamic fulfillment environment. This leader shapes the Fanatics customer experience by building championship teams, developing supervisors into bigger leaders, and driving productivity, quality, and service levels in alignment with contractual and internal guidelines. The Senior Operations Manager delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights.

Requirements

Minimum of 3 years of related experience as an Operations Manager in a customer care or warehouse fulfillment environment, including direct responsibility for hiring, motivating, coaching, counseling, and training.
Demonstrated ability to lead large hourly teams (50–350 employees) through effective communication, superior emotional intelligence, and a kind, empathetic leadership style.
Proven ability to manage staffing, scheduling, and workforce planning to optimize performance across fluctuating operational demands.
Strong analytical and problem-solving capabilities with the ability to teach business acumen and translate data into actionable operational improvements.
Physical capability to perform the duties of the position, including the ability to lift approximately 25 lbs., stand 8–10 hours per day, walk up to 10 miles per day, and assist with moving product between departments as needed.
Proficiency in operating computerized scanning equipment and PC-based inventory control programs, with the ability to read, write, and communicate articulately in all forms.
Ability to conceptualize, launch, and deliver multiple projects on time in a fast-paced, high-volume environment while maintaining strong interpersonal and cross-functional relationships.
Bachelor's degree in Business, Management, or a related field, or an equivalent combination of education, training, and experience is required.

Responsibilities

Partner with fulfillment and manufacturing partners across all locations to implement and drive strategic plans that increase productivity, improve quality, reduce costs, and elevate service levels in conjunction with vendors, internal operations partners, finance, and training.
Serve as a liaison between supervisors, team leaders, and athletes to gather information, resolve issues, and align cross-functional stakeholders toward shared operational goals.
Mesh effectively with the existing management team by being a strong listener, a collaborative team builder, and a clear advocate of the collective vision.
Inspire and lead a team of 2–3 Managers, 3–10 Supervisors, and 50–350 full-time athletes through effective communication, mentorship, and consistent feedback that drives high performance.
Develop supervisors into bigger leaders by providing clear, constructive direction, coaching, and recognition that models a culture of ownership in every interaction.
Manage staffing levels, scheduling, and workforce planning to optimize operational performance, including assigning and directing work to maximize team output.
Model and embed a customer-first mindset across the team, ensuring that every athlete and supervisor understands and values the customer perspective in their daily work.
Meet and exceed service levels and quality expectations while operating within financial constraints, ensuring the fan experience is never compromised.
Suggest and implement innovative solutions that improve customer satisfaction while simultaneously reducing operational cost.
Communicate with and understand the needs of both internal and external customers, ensuring consistent responsiveness and service excellence across all touchpoints.
Identify and implement best-class warehouse practices through the use of technology, process improvement, and employee ownership and empowerment.
Display strong analytical and problem-solving skills, thinking beyond conventional approaches to find solutions even when the answers aren't immediately apparent.
Lead the evaluation and deployment of new technologies and contact center tools that improve operational efficiency and effectiveness.
Determine and provide best solutions to drive revenue and reduce cost, while maintaining the flexibility to adapt strategy based on evolving business needs.
Drive a culture of safety as the foundation of all operations, utilizing 5S methodology, empowering safety behaviors, and striving for excellence and cleanliness across the warehouse environment.
Monitor program effectiveness and report on productivity metrics to senior leadership, maintaining accountability for quality metrics related to athlete performance.
Manage overall direction, development, and performance of the department and both internal and external operations partners against defined goals.
Provide direction on support processes and setup to ensure consistency, productivity, and profitability across all operational functions.
Apply AI and technology to improve efficiency, quality, and outcomes.
Use data and digital tools to inform decisions and enhance performance.
Demonstrate curiosity and adaptability in adopting new technologies and ways of working.
Contribute to a culture of innovation and continuous improvement.