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About the Role
Fanatics is building a leading global digital sports platform. As a Staff Product Manager, Ecosystem Support, you will build and scale the internal platforms and systems that support the entire Fanatics customer support & operations ecosystem. You will define a shared view of the customer for support purposes, build a cohesive data view, and develop the roadmap for using that data to resolve issues faster and treat loyalty members consistently across all products.
Responsibilities
- Own the product vision and roadmap for cross-ecosystem customer support.
- Define the fan support record in partnership with Data, Engineering, and Architecture.
- Reconcile identity, loyalty, and case taxonomies into shared definitions.
- Define how Fanatics ONE tier, tenure, and cross-product history feed into prioritization, routing, and agent context.
- Build working relationships with product, operations, data, and leadership counterparts.
- Design cross-business data sharing with privacy, state gaming regulation, and Responsible Gaming requirements.
- Define and instrument metrics for cross-ecosystem support.
- Operate with a high degree of autonomy, driving problem discovery, requirements definition, and delivery.
Requirements
- 8+ years of product management experience, preferably on platform, data, or internal-tooling products in a digital product organization.
- Experience building products for AI-assisted customer support, CX, or operations teams.
- Experience leading cross-organizational initiatives where you were accountable for the outcome but did not own the roadmap or the delivery teams.
- Demonstrated ability to reach agreement in large, matrixed organizations with competing priorities and incentives and 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, with the ability to articulate product decisions and tradeoffs to executive audiences.
- Comfort making decisions with incomplete information and revising them as data changes.
- Experience with loyalty or membership programs spanning multiple products or brands preferred.
- Experience in regulated industries where data sharing has legal limits is a plus.
Skills
- Platform product management
- Data product management
- Internal tooling product management
- AI-assisted customer support
- Customer experience (CX)
- Operations
- Cross-organizational leadership
- Stakeholder management
- Engineering partnership
- Data team partnership
- Technical communication
- Product requirement definition
- Executive communication
- Decision making with incomplete information
- Loyalty programs
- Regulated industries
Location
- Remote
Work Type
- Full-time
Experience Level
- 8+ years of product management experience
Salary/Compensations
- $161,000—$212,000 USD
Benefits
- Full-time employment benefits
About the Company
- 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.
- Fanatics has an established database of over 100 million global sports fans.
- Our global partner network includes approximately 900 sports properties.
- We have a partner network with 2,500 athletes and celebrities.
- We have over 2,000 retail locations, including Lids retail stores.
- Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.
Equal Opportunity
- Fanatics will never ask candidates for money, banking information, or other sensitive personal information as part of the interview process. If you receive a suspicious message claiming to be from Fanatics recruiting, please do not respond and report it here.