Senior Manager, Customer Service - Escalations

Location:

hybrid - Los Angeles or New York (relocation assistance provided)

Reports To:

VP Global Collector Experience - Collectibles

Travel expectations: up to 25% with international travel

Job Summary

We are seeking a highly skilled and experienced Senior Manager, Customer Experience to lead three critical global work streams:
Social Media & Executive Escalations, Fraud/Concession Abuse Detection & Prevention, and VIP Support for High-End Collectors. This leader will oversee a growing team of ~10+ Senior CS Escalations Associates and drive world-class support experiences for Fanatics Collectibles.

This role requires exceptional leadership, strong operational acumen, and the ability to influence globally across Ops, Tech, Fraud, Product, Athlete Relations, and high-value customer programs. The ideal candidate brings deep customer experience expertise, thrives in fast-moving environments, and can build scalable processes for emerging work streams.

Key Responsibilities

1. Social Media & Executive Escalations

* Lead the global escalation function across social platforms and executive channels, ensuring rapid, accurate, and brand-aligned resolution for high-visibility cases.

* Expand coverage to support NBA, NFL, and international markets (TEL/EMEA/APAC).

* Oversee response strategy, tone, risk mitigation, and cross-functional communication for sensitive issues.

* Serve as point of contact for C-level executives, Legal, PR, Athlete Relations, and Brand on high-impact cases.

* Maintain strong relationships with high-profile collectors, influencers, and partners.

2. Fraud & Concession Abuse Detection & Prevention

* Build and oversee a new global fraud and concession abuse prevention program, including policies, tooling, detection models, and investigative processes.

* Partner with Digital/e-Comm, Collect, Live, Payments/Fraud, and Risk teams to build end-to-end prevention workflows.

* Develop frameworks for detecting chargebacks, concession abuse, excessive claims, and cross-platform behavior anomalies.

* Produce reporting and root-cause insights for Ops, Tech, and Leadership to strengthen controls.

3. VIP Support for High-End Collectors

* Stand up a concierge-level support model for collectors spending $250K+ annually across the Fanatics Collectibles ecosystem.

* Partner closely with Collector Relations team and the High-End/Portfolio Management team to deliver proactive, white-glove experiences.

* Build specialized SLAs, personalized routing, case ownership models, and priority workflows for top-tier collectors.

* Develop strong relationships with VIP collectors to support retention and long-term loyalty.

4. Team Leadership & Operational Management

* Lead, coach, and develop a high-performing team of Senior Collector Support Associates.

* Establish clear goals, KPIs, dashboards, and escalation processes across all three work streams.

* Collaborate with CS leadership to align strategies with broader org goals.

* Oversee quality & training expectations for the escalations team and partner with CX Training/QA to scale processes.

* Handle the most complex or sensitive escalated cases directly when required.

5. Cross-Functional Leadership

* Partner with Product, Ops, Live, Collect, Digital/e-Comm, Platform, PR, Legal, Athlete Relations, and external vendors as needed.

* Influence roadmap priorities for fraud tooling, escalation workflows, and VIP servicing.

* Oversee the implementation and optimization of customer service technologies, automation, and CRM tools.

* Represent CX in high-priority business initiatives across the Collectibles ecosystem.

6. Analytics, Insights & Continuous Improvement

* Monitor KPIs across escalations, fraud prevention, and VIP work streams.

* Identify trends and areas for improvement, providing proactive insights to senior leadership.

* Develop scalable workflows and documentation to support global growth and new product lines.

* Stay current on industry best practices, fraud trends, escalation management, and collector community dynamics.

Requirements

* Bachelor's degree in business, operations, management, or related field (or equivalent experience).

* 7-10+ years of progressive CX, escalations, or operations leadership experience, ideally in a complex, multi-channel customer support environment.

* Experience managing high-performing teams and scaling new programs.

* Strong understanding of customer experience operations, risk/fraud prevention, and high-end/VIP support models.

* Excellent communication and stakeholder management skills, including executive and cross-functional alignment.

* Analytical mindset with ability to interpret data, identify trends, and drive process improvement.

* Proficiency with CRM systems (preferably Genesys or Kustomer), fraud tools, social monitoring platforms (Sprinklr), and escalations technology environments.

* Ability to navigate ambiguity, shifting priorities, and high-pressure escalations with sound judgment.

* A customer-first mindset with a track record of delivering exceptional experiences.

In…