Sr. Manager, HR Shared Services & Support

Fanatics•Jacksonville, FL

About The Position

The Sr. Manager, HR Shared Services & Support leads the day-to-day operations of the company’s HR Shared Services (HRSS) function, ensuring timely, accurate, and high-quality delivery of HR services to a diverse global workforce of retail, warehouse, and professional employees. This role oversees a team of HR Coordinators and Associates, manages HR processes and technology platforms, and partners closely with HR Centers of Excellence (COEs), HR Business Partners (HRBPs), Payroll, and HR tech to streamline workflows, improve employee experience, and ensure compliance with all relevant policies and regulations. The ideal candidate is a process-focused, solutions-oriented HR leader who thrives in a high-volume, fast-paced environment and has demonstrated success managing scalable HR operations across multiple employee populations and geographies. 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. Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally – as well as its flagship site, www.fanatics.com. Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world—including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Manchester United, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA). At Fanatics Commerce, we infuse our BOLD Leadership Principles in everything we do: · Build Championship Teams · Obsessed with Fans · Limitless Entrepreneurial Spirit · Determined and Relentless Mindset

Requirements

Bachelor’s degree in Human Resources, Business Administration, or related field
5+ years of HR operations/shared services experience, including at least 3 years in a managerial or leadership role.
Experience supporting diverse employee groups (retail, warehouse/distribution, and corporate/professional).
Strong understanding of HR processes, data management, and employee lifecycle.
Expertise with HRIS, ticketing/case management tools, and report generation.
Demonstrated ability to streamline processes and lead operational improvements.
Excellent communication, customer service, and stakeholder-management skills.
Strong analytical, organizational, and problem-solving capabilities.
Ability to thrive in a fast-paced, high-volume environment with competing priorities.
Knowledge of employment laws and compliance requirements in both domestic and global contexts.

Nice To Haves

Master’s degree preferred.
Global HR operations experience strongly preferred.

Responsibilities

Lead the HR Shared Services team responsible for HR transactions, employee data management, onboarding/offboarding, employee inquiries, and HR systems support.
Develop, manage, and continuously refine service-level agreements (SLAs), standard operating procedures (SOPs), and performance metrics to ensure operational excellence.
Monitor and optimize daily workflow distribution to meet volume demands from retail stores, distribution centers, and corporate offices.
Oversee support through HR ticketing/case-management platforms.
Ensure timely and compliant processing of employee lifecycle events, including new hires, job changes, promotions, leaves of absence, separations, and global mobility transactions.
Partner with Payroll to validate data integrity and resolve discrepancies.
Support global and domestic HR programs (e.g., annual performance/comp cycles, benefits enrollment, policy rollouts).
Identify opportunities to enhance service delivery through process optimization, automation, self-service tools, and improved knowledge base content.
Serve as a key stakeholder for HR technology (HRIS) enhancements, system testing, configuration updates, and integrations.
Ensure strong data governance and support audit, compliance, and reporting needs.
Manage, coach, and develop a global HRSS team, building capabilities in customer service, process excellence, and systems expertise.
Foster a culture of accountability, continuous improvement, and service-minded collaboration.
Coordinate workload, staffing needs, and development plans for both domestic and international support teams.
Partner with HRBPs, COEs (Talent Acquisition, Compensation, Benefits, Learning & Development), Legal, and HR Tech to ensure alignment of shared services with broader HR strategy.
Work closely with global leaders to adapt processes to local regulations, labor practices, and cultural considerations.
Act as a primary point of escalation for complex or sensitive HR ticket issues.