Collector Support Process Improvement Manager - Fanatics Collectibles

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Job Description

We are seeking a highly motivated and results-driven Process Improvement Manager to enhance operational efficiency and support the success of our Collector Support Associates and the experience of our Collectors. In this role, you will dive deep to identify opportunities and inefficiencies, work cross-functionally to present proposals for streamlining processes, and implement impactful solutions with measurable outputs.

The Process Improvement Manager will require that you innovate in a high-speed, adapting environment and lead transformative initiatives with partner teams including Collector Support, Product, Ecommerce, Operations, CS Tech, and more. Your work will support parity across international domains wherever possible, the launch of systemic processes, and sharing of best practices to contribute to making a 1 of 1 experience for Collectors.

Key Responsibilities:

Process Analysis and Optimization

• Conduct thorough analyses of existing workflows, tools, and systems used by CSAs and Collectors.
• Identify bottlenecks, redundancies, and areas for improvement.
• Develop and implement streamlined processes to enhance efficiency and improve performance.

Cross-functional Collaboration

• Partner with teams such as Operations, Training, Product, and CS Tech to align on process improvements.
• Act as a liaison between Collector Support and other departments to ensure alignment of priorities and goals with business objectives.

Project Management

• Lead process improvement initiatives from ideation to execution, ensuring timely delivery and measurable results.
• Develop project plans, set milestones, and communicate progress to stakeholders, providing comprehensive documentation and supporting materials.

Variable Communication

• Draft and present proposals, recommendations, and analysis reviews to senior leadership and stakeholders.
• Create clear, concise, and impactful presentations, reports, and dashboards to communicate progress and results.
• Adapt communication style and content to effectively engage different audiences, from front-line teams to executives.

Performance Monitoring and Reporting

• Use existing KPIs (Contact volume, CSAT, NPS, AHT, Quality Audits, etc.) to measure the effectiveness of process changes.
• Regularly evaluate and report on the impact of improvement initiatives to a variety of stakeholders.
• Identify opportunities for continuous improvement based on performance data.

Change Management

• Drive adoption of new processes by working closely with leadership and training to develop comprehensive training, communication plans, and SOPs to be used by Collector-facing teams.
• Develop feedback loops for new launches to capture internal and external sentiment during transitions to new workflows.

Innovation and Best Practices

• Stay informed on industry trends and best practices in process improvement and customer support.
• Proactively suggest innovative solutions to enhance the Collector Support function.

Qualifications and Requirements:

Education

• Bachelor's degree in Business Administration, Operations Management, or a related field.

Experience

• 5+ years of experience in process improvement, operations, or a related role.
• Experience in customer support is highly desirable.
• Experience working with and presenting to a wide range of stakeholders, ranging from operations associates to VP level leaders.
• Ability to travel internationally to meet with stakeholders and partner teams.

Skills and Competencies

• Strong analytical and problem-solving skills.
• Proficiency in process mapping and workflow optimization tools (e.g., Visio, Six Sigma) as well as presentation tools (e.g., MS Power Point and Word)
• Exceptional project management skills, with experience using project management and issue tracking tools (Jira).
• Excellent verbal and written communication skills, with the ability to present complex information in a clear and concise manner.
• Excellent communication and interpersonal skills to influence and collaborate across teams, including senior leadership.
• Proven ability to lead change management initiatives.
• A history of data-driven decision making and strong analytical skills.
• Commercial acumen and a demonstrated experience in driving business KPIs through strategic thinking.

Preferred Qualifications

• Certification in Lean, Six Sigma, or related methodologies.
• Experience in a fast-paced, customer-centric organization.
• Familiarity with CRM and support tools such as Genesys Cloud, Salesforce or Zendesk.
• A passion for collectibles or limited-edition products, ideally sports-related.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

Subject to applicable laws, Fanatics Collectibles may choose to run a background check.

Ensure your Fanatics job offer is legitimate and don't fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers.