Manager, Knowledge & Content Strategy

Job Spec: Manager, Knowledge & Content Strategy

Reports to: Director of Collector Experience

Location: Los Angeles

Other: Full Time Position

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

Fanatics Live & Collect is reimagining the fan experience through live commerce and collector

engagement. We're looking for a strategic, hands-on leader to build and scale the programs that

power world-class support. In this high-impact role, you will own training, knowledge

management, and support content strategy—leveraging AI and enablement tech to drive

consistency, speed, and excellence across global support teams.

This role is responsible for how our global support organization learns, evolves, and delivers.

You’ll build scalable training programs, oversee customer-facing and internal content, and

ensure every agent is equipped to deliver standout service. You’ll also work cross-functionally

with Product, Policy, Legal, and Ops to maintain alignment, compliance, and quality across all

support materials.

Responsibilities:

● Design and deliver onboarding and ongoing training programs for global collector support teams

● Own and evolve internal knowledge management systems, including macros and documentation

● Develop and maintain customer-facing help content (FAQs, guides, troubleshooting) to improve self-service and reduce contact volume

● Maintain brand voice and editorial standards across all support content

● Leverage AI tools, LMS platforms, and knowledge bases to automate and scale learning

● Monitor performance data to continuously improve training and support content effectiveness

● Partner with Product, Legal, Policy, and Ops to keep training and content aligned with product updates and compliance requirements

● Manage content architecture and workflow in a dynamic, fast-paced environment

Qualifications:

● 5–8+ years in training, content strategy, knowledge management, or support enablement roles

● Strong instructional design, editorial, and UX writing skills

● Proven ability to build scalable content systems for both internal enablement and customer support

● Deep knowledge of tools such as Zendesk, Kustomer, Guru, Salesforce, SharePoint, or Confluence

● Experience with AI-driven content creation, automation, and LMS/CMS platforms

● Analytical skills to measure content and training performance and inform strategy

● Excellent cross-functional communication and stakeholder management skills

● Bonus: Advanced degree in Information Management, Library Science, or related field; familiarity with change management principles

The salary range for this position is $99,000 - $123,000, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally. 

Fanatics Collectibles is a new model and vision for the hobby, fundamentally changing the experience for current and future collectors, leagues, and players across many U.S. and international professional and college sports. The organization has long-term, exclusive rights to design, manufacture and distribute trading cards for several sports and entertainment properties, including MLB, MLBPA, the Premier League, MLS, UFC, Formula 1 as well as Disney, Marvel, Pixar, and Star Wars, among others. In January 2022, Fanatics Collectibles announced the acquisition of Topps, establishing the preeminent licensed trading card brand as the cornerstone of Fanatics’ trading cards and collectibles business, and jumpstarted its MLB and MLBPA rights to design, manufacture and distribute trading cards