Staff Product Manager, Ecosystem Support

The role

You will build and scale internal platforms and systems that support the Fanatics customer support and operations ecosystem. You will define a shared view of the customer and build a roadmap to use data to resolve issues and treat loyalty members consistently.

What you will do

• 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 support channels
• Build working relationships with product, operations, data, and leadership counterparts
• Design cross-business data sharing with privacy and regulation requirements built in
• Define and instrument metrics for cross-ecosystem support
• Drive problem discovery, requirements definition, and delivery with high autonomy

Required qualifications

• 8+ years of product management experience
• 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
• Strong ability to partner with engineering and data teams and clearly communicate technical and product requirements
• Excellent written and verbal communication skills
• Comfort making decisions with incomplete information and revising them as data changes

Nice to have

• preferably on platform, data, or internal-tooling products in a digital product organization
• Experience with loyalty or membership programs spanning multiple products or brands
• Experience in regulated industries where data sharing has legal limits

Benefits

• full-time employment

About the company

Fanatics is building a leading global digital sports platform. The company offers products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming.