Manager, Partner Experience
TLDR
Define and improve the B2B experience strategy for marketplace partners within a high-impact organization while ensuring quality and growth for both partners and collectors.
About Us
About the Company
Fanatics Collect is a global product and technology group dedicated to revolutionizing the world of collectibles. Every single day our team of experienced product leaders, engineers, and operators obsesses over how to create the ultimate collector experience with our products: Topps.com, the direct to consumer ecommerce platform of the Topps brand, Fanatics Collect, the most trusted and dynamic collector focused marketplace, and our collector focused live shopping platforms, Fanatics Live and Voggt.
We have the unique advantage of being backed by Fanatics - the world’s largest sports merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and exclusive licensing deals with the MLB, NFL, and NBA among many others - but we’re a nimble, ambitious team building products from the ground up.
If you're passionate about building world class products and share our love for sports fans and collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating the future of collecting.
About the Role
The Manager, Partner Experience is responsible for defining, building, and scaling the end-to-end experience for Fanatics Collect’s marketplace partners, including dropshippers and live breakers. Sitting within the Collector Experience organization, this role owns the systems, standards, and operational frameworks that ensure a seamless, high-quality experience for both partners and collectors.
This leader will move beyond reactive issue resolution to proactively designing scalable processes that improve partner performance, reduce friction, and enable marketplace growth. The role requires strong cross-functional leadership, influencing Product, Engineering, Operations, and Trust & Safety to deliver a best-in-class marketplace experience.
Responsibilities:
- Define and own the B2B experience strategy for marketplace partners, aligning with broader marketplace and CX goals
- Establish, implement, and continuously improve service standards, SLAs, and escalation frameworks
- Identify systemic gaps and lead end-to-end operational improvements to enhance partner and collector experience
- Partner cross-functionally with Product, Engineering, Operations, Sales, and Trust & Safety to prioritize and resolve marketplace issues
- Influence product roadmap decisions to improve partner workflows, tooling, and experience quality
- Monitor partner ecosystem health, performance trends, and risk signals to ensure marketplace quality
- Develop scalable mechanisms for partner performance management and quality assurance
- Own resolution frameworks for high-visibility and executive-level escalations
- Build and optimize processes, tooling, and workflows to support rapid marketplace growth
- Lead, mentor, and develop team members while fostering a culture of accountability and continuous improvement
Qualifications:
- Bachelor’s degree in Business, Operations, or related field; advanced degree a plus
- 5–8+ years of experience in marketplace operations, partner management, or customer experience operations
- Proven track record leading cross-functional initiatives across Product and Engineering organizations
- Experience designing and implementing operational processes, SLAs, and escalation frameworks
- Strong analytical skills with the ability to translate data into actionable insights and strategy
- Excellent communication and stakeholder management skills, with experience influencing senior leaders
- Ability to operate effectively in a fast-paced, ambiguous, and high-growth environment
- Experience in e-commerce, marketplaces, or live commerce strongly preferred
- Experience managing high-value partners or complex B2B relationships preferred
- Familiarity with the trading card and collectibles industry is a plus
Ensure your Fanatics job offer is legitimate and don’t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers
The salary range represents base pay only and does not include short-term or long-term incentive compensation. This salary range is specific to New York City and may not be applicable to other locations. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training. For information about our benefits, please visit https://benefitsatfanatics.com/
Fanatics Collectibles specializes in creating and selling physical and digital trading cards and memorabilia, holding exclusive licenses with major sports leagues like the MLB, NFL, and NBA. By partnering with top international sports teams and entertainment properties, we deliver a diverse range of collectibles tailored for passionate sports fans.