Redemptions Operations Associate Manager

About Us

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, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods;

collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sports book and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes;

and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

Fanatics Collectibles is a new company operating at the intersection of collectibles, culture, and technology. Backed by world‑class investors, operators, and sports & entertainment partners, we are building the global leader in next‑generation collectibles. As part of the broader Fanatics ecosystem, we leverage a digital sports platform that spans over 900 sports properties and engages more than 81 million fans. Together, we are reimagining every part of the collectibles experience for fans, partners, and creators.

Fanatics Collectibles is seeking a Redemptions Ops Associate Manager to support the Redemptions Manager in overseeing the redemption process. This role will serve as the right‑hand support for managing day‑to‑day operations, including overseeing team performance, assisting with escalations, maintaining data integrity, and ensuring the smooth execution of redemption processes. The Associate Redemptions Manager will assist in ensuring adherence to operational standards while maintaining strong communication across internal teams and external vendors.

This individual will play a pivotal role in driving continuous improvements, fostering an efficient and collaborative work environment, and supporting overall redemption operations.

• Assist the Redemptions Manager in overseeing end‑to‑end redemption processes, including reprints, vendor relations, back‑order escalations, and redemption list finalization.
• Supervise and lead the Redemptions Team, ensuring daily operational activities run efficiently, meeting deadlines, and delivering high‑quality results.
• Provide guidance and training to team members, ensuring they understand redemption protocols, key performance metrics, and industry best practices.
• Manage Customer Service Escalations:
  Resolve complex redemption‑related customer service escalations by coordinating with internal teams and identifying opportunities for process improvement.
• Lead Special Projects and Backlog Reduction Initiatives:
  Drive special projects focused on reducing system backlogs and enhancing redemption workflow efficiency.
• Monitor team performance and track individual and team‑based key performance indicators (KPIs), ensuring targets are met and continuously improving productivity.
• Handle internal and external escalations regarding redemption statuses, working closely with associates, vendors, and other business units to resolve issues quickly and effectively.
• Support cross‑functional communication, helping to bridge gaps between various teams, including customer service, operations, and vendor management, to ensure seamless redemption operations.
• Assist with the management of vendor relationships, ensuring timely and accurate fulfillment of redemption processes, resolving issues when they arise, and driving improvements in service levels.
• Ensure data integrity in Air Table/NCF and other systems, supporting the accuracy and completeness of redemption…