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 ecosystems.

• Map out the existing support landscape within operating companies, detailing systems, data, teams, and metrics.

• Establish the target state, its value, and the sequence of tasks required to achieve it.

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

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

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

• Cultivate relationships with product, operations, data, and leadership partners across Commerce, Gaming, and Collectibles.

• Facilitate consensus on shared priorities among various business units.

• Design data sharing across businesses while adhering to privacy, state gaming regulations, and Responsible Gaming standards.

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

• Develop 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 teams.

⛳️ Requirements

• Over 8 years of product management experience, ideally with platform, data, or internal-tooling products in a digital product setting.

• Proven experience in creating products for AI-assisted customer support, CX, or operations teams, with a solid understanding of agent needs at the point of contact.

• Experience leading initiatives across organizations, accountable for outcomes without directly managing the roadmap or delivery teams.

• Proven ability to reach consensus in large, matrixed organizations with competing priorities and incentives while delivering across multiple business units.

• Strong partnership skills with engineering and data teams, along with the ability to effectively communicate technical and product specifications.

• Exceptional written and verbal communication skills, particularly in articulating product decisions and trade-offs to executive-level audiences.

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

• Preferred experience with loyalty or membership programs that span multiple products or brands.

• Experience in regulated sectors with legal constraints on data sharing is a plus, though not mandatory.

🏝️ Benefits

• Competitive base and bonus compensation.

• Comprehensive full-time employment benefits.

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