Redemptions Operations Associate Manager

About the Team

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.

Role Summary

Fanatics Collectibles is seeking an 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.

Responsibilities:

• 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 AirTable/NCF and other systems, supporting the accuracy and completeness of redemption card statuses, auto statuses, and other relevant redemption data.
• Collaborate with the Redemptions Manager to develop and implement process improvements, cost-saving strategies, and Kaizen initiatives aimed at increasing efficiency and productivity while reducing waste.
• Support monthly re-training sessions and assist in identifying opportunities for skill development and process enhancements for team members.
• Contribute to regular updates to senior leadership regarding team performance, redemption status, process improvements, and other key business metrics.

Requirements:

• Bachelor’s degree in finance, business, economics, accounting or similar preferred
• 1-2 years of experience, with a preference for Management Consulting, Project management, Strategy, Finance / Accounting, or Biz Ops roles
• Proven experience in a leadership role, ideally in a customer-facing or operational environment (preferably within the collectibles, sports, or entertainment industry).
• Strong understanding of redemption processes, vendor management, and escalation handling.
• Exceptional communication skills, both written and verbal, with the ability to lead a team and collaborate across multiple departments.
• Highly organized with strong attention to detail and the ability to prioritize tasks effectively in a fast-paced environment.
• Analytical mindset with the ability to interpret data, track KPIs, and identify trends or issues.
• Familiarity with AirTable, NCF, or similar data management systems preferred.
• A passion for sports, collectibles, and entertainment is a plus.

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