Staff Product Manager, Ecosystem & Loyalty

Fanatics Inc.; New York (NY); On-site; USD 161,000 - 212,000; Full time

Job summary

Fanatics is seeking a Staff Product Manager, Ecosystem Support, to build and scale internal platforms for the customer support and operations ecosystem. You will define a shared customer view, establish a data-driven roadmap, and drive loyalty-consistent experiences across products.

You will partner with product, design, operations, engineering, and commercial teams to align incentives and deliver a cohesive cross-product support strategy.

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.
• 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.

Responsibilities

• Own the product vision and roadmap for cross-ecosystem customer support, from documenting the current support landscape across operating companies 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

Skills

Product PM

AI-enabled CX

Cross-functional

Stakeholder mgmt

Communication

Regulated data

Data-driven

Leadership

Job description

Fanatics is seeking a Staff Product Manager, Ecosystem Support, to build and scale internal platforms for the customer support and operations ecosystem. You will define a shared customer view, establish a data-driven roadmap, and drive loyalty-consistent experiences across products.

You will partner with product, design, operations, engineering, and commercial teams to align incentives and deliver a cohesive cross-product support strategy.