Staff Product Manager, Ecosystem Support

This is a fully remote position, open to applicants in New York.

📋 Description

• Take ownership of the product vision and roadmap for customer support across various ecosystems.

• Document the existing support landscape among operating companies, covering systems, data, teams, and metrics.

• Define the desired target state, its value, and the sequence of necessary work.

• Collaborate with Data, Engineering, and Architecture to establish the fan support record, including data sources, contracts, and interactions with shared-layer tools.

• Integrate identity, loyalty, and case taxonomies into unified ecosystem definitions.

• Determine how Fanatics ONE tier, tenure, and cross-product history influence prioritization, routing, and agent context.

• Foster relationships with product, operations, data, and leadership counterparts across Commerce, Gaming, and Collectibles.

• Facilitate consensus on shared priorities among business units.

• Design cross-business data sharing solutions that comply with privacy, state gaming regulations, and Responsible Gaming requirements.

• Collaborate with Legal, Compliance, and Responsible Gaming teams to establish data controls.

• Define and implement cross-ecosystem support metrics prior to the launch of integrations.

• Independently drive problem discovery, requirements definition, and delivery while aligning with senior product leadership and cross-functional partners.

⛳️ Requirements

• Minimum of 8 years of product management experience, ideally focusing on platform, data, or internal-tooling products within a digital product organization.

• Proven experience in developing products for AI-assisted customer support, customer experience (CX), or operational teams, along with a solid understanding of agent needs at the point of contact.

• Demonstrated capability in leading cross-organizational initiatives while being accountable for outcomes, even without direct control over the roadmap or delivery teams.

• Strong ability to reach agreements in large, matrixed organizations with competing priorities and incentives, and to deliver results across multiple business units.

• Proficient in partnering with engineering and data teams to effectively communicate technical and product requirements.

• Exceptional written and verbal communication skills, particularly in conveying product decisions and tradeoffs to executive audiences.

• Comfortable making decisions based on incomplete information and adjusting them as new data emerges.

• Experience with loyalty or membership programs that encompass multiple products or brands is preferred.

• Background in regulated industries with legal limitations on data sharing is a plus, but not mandatory.

🏝️ Benefits

• Competitive base salary and bonus compensation.

• Comprehensive full-time employment benefits.

• Additional benefits information can be found at https://benefitsatfanatics.com/.