Staff Product Manager, Ecosystem Support

Fanatics Betting & Gaming • New York, NY

8d • $161,000 - $212,000

About The Position

Fanatics is building a global digital sports platform spanning commerce, collectibles, betting and gaming, live events, and other businesses. The Staff Product Manager, Ecosystem Support will build and scale internal platforms and systems supporting Fanatics’ customer support and operations ecosystem. The role will define a shared view of customers for support, develop a cohesive data view, and create a roadmap for using that data to resolve issues more quickly and provide consistent treatment to loyalty members across products. The role partners with stakeholders in product, design, operations, engineering, commercial, data, architecture, legal, compliance, and Responsible Gaming.

The position owns the product vision and roadmap for cross-ecosystem support, moving from documenting the current landscape to defining the target state and sequencing the work. It includes defining a shared fan support record and associated data contracts, reconciling identity, loyalty, and case taxonomies, determining how Fanatics ONE status and cross-product history inform support, and establishing cross-business data-sharing controls and support metrics. The role operates autonomously while aligning with senior product leadership and cross-functional partners.

Requirements

• At least 8 years of product management experience, preferably with platform, data, or internal-tooling products in a digital product organization.
• Experience building products for AI-assisted customer support, customer experience, or operations teams, with a practical understanding of agents’ needs at the point of contact.
• Experience leading cross-organizational initiatives where accountable for outcomes without owning the roadmap or delivery teams.
• Demonstrated ability to reach agreement in large, matrixed organizations with competing priorities and incentives and to ship across multiple business units.
• Strong ability to partner with engineering and data teams and clearly communicate technical and product requirements.
• Excellent written and verbal communication skills, including the ability to articulate product decisions and tradeoffs to executive audiences.
• Comfort making decisions with incomplete information and revising them as data changes.

Nice To Haves

• Experience with loyalty or membership programs spanning multiple products or brands.
• Experience in regulated industries where data sharing has legal limits.

Responsibilities

• Own the product vision and roadmap for cross-ecosystem customer support, documenting current systems, data, teams, and metrics across operating companies and defining the target state, value, and sequence of work.
• Define the fan support record with Data, Engineering, and Architecture, including data sources, contracts, and how each business’s support tooling reads from and writes to the shared layer.
• Reconcile identity, loyalty, and case taxonomies across businesses into shared definitions.
• Define how Fanatics ONE tier, tenure, and cross-product history inform prioritization, routing, and agent context across support channels.
• Build relationships with product, operations, data, and leadership counterparts in Commerce, Gaming, and Collectibles and drive agreement on shared priorities.
• Design cross-business data sharing with privacy, state gaming regulation, and Responsible Gaming requirements built in, working with Legal, Compliance, and Responsible Gaming partners to define data-sharing rules and controls.
• Define and instrument cross-ecosystem support metrics before the first integration ships.
• Drive problem discovery, requirements definition, and delivery autonomously while aligning with senior product leadership and cross-functional partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed