Sr Mgr Operations

JOB SUMMARY:

Responsible for operations of the Warehouse and its employees. Responsible for keeping current warehouse practices best in class through use of technology, process improvement, innovation, and employee ownership and empowerment.

GENERAL DUTIES & RESPONSIBILITIES:

Senior Operation Managers shape the Fanatics customer experience through program and employee development, feedback, recognition, and training. This is a leader that drives customer service skill development, productivity metrics, and employee engagement. This leader must develop strong working relationships with fulfillment and manufacturing partners in all locations. This leader must be able to implement and drive strategic plans to increase productivity, quality, cost savings, and service levels based on contractual and/or internal guidelines, working in conjunction with vendors, internal operations partners, finance, and training.

• Build Championship Teams
  • Inspire a team of 2-3 Managers, 3-10 supervisors and 50-350 full time athletes (employees) to perform at a high level through effective communication, mentorship and feedback
  • Model a culture of ownership in every customer and employee interaction
  • Liaison with supervisors, team leaders, and athletes to gather information and resolve issues
  • Maximize team performance through training, motivation, and incentive programs
  • Develop supervisors to become bigger leaders
  • Provide clear, constructive feedback and direction
  • Keep the team safe by driving a culture of safety as the foundation of what we do, utilizing not only 5S, but also empowering safety behaviors and striving for excellence and cleanliness
  • Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work
  • Mesh well with the existing management team by being a good listener, a team builder and an articulate advocate of our collective vision

• Obsessed with Fans
  • Value and appreciate the customer perspective
  • Suggest innovative solutions that improve customer satisfaction while reducing cost
  • Communicate with and understand the needs of internal and external customers

• Limitless Entrepreneurial Spirit
  • The position will be responsible for determining and providing best solutions to drive revenue and reduce cost
  • Responsible for strong business acumen and decision-making skills with the ability to teach others
  • Manage the overall direction, development, and performance of the department and operations partners both internal and external
  • Display strong analytical and problem-solving skills; think outside of the box; may not always know the answer, but certainly know how to find it

• Determined and Relentless Mindset
  • Meet and/or exceed service levels and quality expectations, while working within financial constraints
  • Provide direction on support processes and set up to ensure consistency, productivity and profitability
  • Monitor program effectiveness and report on productivity to senior leadership
  • Responsible for quality metrics related to athlete performance
  • Responsible for influencing strategy and vendor direction

EDUCATIONAL REQUIREMENTS:

• Bachelor's degree in Business, Management, or related field, or an equivalent combination of education, training and experience is required
• Minimum of 3 years of related experience as an Operations Manager in a customer care environment, including hiring, motivating, coaching, counseling, and training

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Communication & Interpersonal Skills
  • Excellent active listening skills
  • Ability to read, write and speak articulately
  • Superior emotional intelligence, a kind and empathetic disposition
  • Possess a sensational personality, tons of patience, and the willingness to get involved in day-to-day activities
• Operational & Leadership Skills
  • Active decision-making and problem solving
  • Thrive in a fast-paced team environment
  • Experience with deploying new contact center technology
  • Ability to conceptualize, launch and deliver multiple projects on time
• Physical Abilities
  • Must be Able to Lift Approximately 25 lbs.
  • Must be Able to Perform Physical Duties of Position such as Assisting in Moving Product from Printing to Packaging Departments
  • Able to Operate Computerized Scanning Equipment and PC Based Inventory Control Programs
  • Ability to Stand 8 to 10 Hours per Day
  • May be Expected to Walk Up to 10 miles per day

Fanatics Commerce is a leading designer, manufacturer, and seller of licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods. It operates a vertically-integrated platform of digital and physical capabilities for leading sports leagues, teams, colleges, and associations globally – as well as its flagship site, www.fanatics.com.

Fanatics Commerce has a broad range of online, sports venue, and vertical apparel partnerships worldwide, including comprehensive partnerships with leading leagues, teams, colleges, and sports organizations across the world—including the NFL, NBA, MLB, NHL, MLS, Formula 1, and Australian Football League (AFL); the Dallas Cowboys, Golden State Warriors, Paris Saint-Germain, Manchester United, Chelsea FC, and Tokyo Giants; the University of Notre Dame, University of Alabama, and University of Texas; the International Olympic Committee (IOC), England Rugby, and the Union of European Football Associations (UEFA).

At Fanatics Commerce, we infuse our BOLD Leadership Principles in everything we do:
· Build Championship Teams
· Obsessed with Fans
· Limitless Entrepreneurial Spirit
· Determined and Relentless Mindset