Fanatics · 22 hours ago
Director, Credit Card Servicing Operations
95 Morton St, New York, NY, 10014, US
Full-time
Onsite
Director/Executive
$145K/yr - $185K/yrFanatics is building a leading global digital sports platform, and they are seeking a Director of Credit Card Servicing Operations to oversee the end-to-end customer experience for their credit card customers. This role involves managing customer service requirements, VIP programs, and relationships with external partners, while ensuring compliance with legal and regulatory standards.
eSportsManufacturingRetailSporting GoodsSports
Responsibilities
Manage Credit Card customer service requirements working across and with each Fanatics OpCo
Development and ongoing management of agent training, FAQs, credit card related policies, and procedures, etc
Development and ongoing management of customer facing FAQs / responses
Build out and management of a process to respond and track customer escalations across Fanatics, Imprint, and Amex (include regulatory / other complaints)
Ensure we are meeting are legal / regulatory requirements related to tracking and SLAs
Own VIP Program for Credit Card
Manage all card specific benefits for VIPs
Liaison with VIP Account Managers and Contact Centers
Manage all training material, FAQs, policies, and procedures for VIP program
Manage all VIP escalations / concerns working with internal and external partners
Manage processes / procedures across Fanatics and Imprint related to the VIP program for credit card customers
Own relationship with Imprint and Amex for all customer ops related activities:
Customer servicing, Collections, Fraud and Disputes
Build out and manage all necessary processes / flows required to service customers between the two organizations
Own and manage the Credit Card Customer VOC Program
Own all reporting (Contact rates, call intents, servicing SLAs, etc.)
Own product roadmap for CX related enhancements working with Imprint and Fanatics Product and Engineering teams
Manage call listening program for Fanatics / Imprint
NPS / CSAT Surveys
Content Management Owner for all Credit card servicing / ops related content:
Training, FAQs, cheat sheets, etc
Agent and customer facing content across all Fanatics assets
Qualification
Required
Experience in managing customer service operations, preferably in the credit card or financial services industry
Strong understanding of regulatory requirements related to credit card servicing
Proven ability to develop and manage training materials and FAQs for customer service agents
Experience in managing customer escalations and complaints effectively
Ability to build and manage relationships with external partners such as Imprint and Amex
Experience in managing VIP programs and understanding of customer experience metrics
Strong analytical skills to own reporting and manage customer experience enhancements
Excellent communication skills for liaising with internal and external stakeholders
Preferred
Experience in a leadership role within a customer service or operations environment
Familiarity with customer experience (CX) programs and methodologies
Experience with NPS and CSAT surveys and their implementation
Background in content management for customer-facing materials
Company
Fanatics
Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.
Founded in 2002
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$4.9BKey Investors
Clearlake Capital GroupNational Football LeagueAlameda Research
2022-12-06Private Equity· $700M
2022-03-02Private Equity· $1.5B
2022-01-01Series Unknown· $10M
Leadership Team
J
Joseph Bozich
Advisor to Chief Executive Officer
Michael Mahan
CEO
Recent News
Rochester Business Journal
2025-12-24
2025-12-24
Company data provided by crunchbase