Staff Product Manager, Ecosystem Support

The Role

Fanatics comprises several businesses: commerce, collectibles, betting and gaming, live events, and more. Our team's job is to make them feel like one company to a fan. That means one experience of contacting support, a cohesive view of activity across the ecosystem, and recognition of loyalty. 

As a Staff Product Manager, Ecosystem Support, you’ll build and scale the internal platforms and systems that support the entire Fanatics customer support & operations ecosystem. You’ll define what a shared view of the customer looks like for support purposes, work towards building a cohesive data view, and build the roadmap for using that data to resolve issues faster and treat loyalty members consistently regardless of which product they contact. You will partner closely with stakeholders across product, design, operations, engineering, commercial and more.

Responsibilities

• Own the product vision and roadmap for cross-ecosystem customer support, from documenting the current support landscape across operating companies (systems, data, teams, metrics) through defining the target state, its value, and the sequence of work
• Define the fan support record in partnership with Data, Engineering, and Architecture, including its sources, the contracts between them, and how support tooling in each business reads from and writes to the shared layer
• Reconcile the identity, loyalty, and case taxonomies each business uses today into shared definitions the ecosystem can operate on
• Define how Fanatics ONE tier, tenure, and cross-product history feed into prioritization, routing, and agent context across support channels
• Build working relationships with product, operations, data, and leadership counterparts in Commerce, Gaming and Collectibles, and drive agreement on shared priorities where incentives differ
• Design cross-business data sharing with privacy, state gaming regulation, and Responsible Gaming requirements built in, partnering with Legal, Compliance, and RG to define what data can move where and the controls to enforce it
• Define the metrics for cross-ecosystem support and instrument them before the first integration ships
• Operate with a high degree of autonomy, driving problem discovery, requirements definition, and delivery while aligning with senior product leadership and cross-functional partners

Qualifications

• 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, with a practical understanding of what agents need at the point of contact
• 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, but not required
  
  
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