Director, Credit Card Servicing Operations jobs in United States
cer-icon
Apply on Employer Site
company-logo

Fanatics · 19 hours ago

Director, Credit Card Servicing Operations

positionUnited States
timeFull-time
remoteRemote
seniorityDirector/Executive
money$145K/yr - $185K/yr

Fanatics is building a leading global digital sports platform. The Director of Card Servicing Ops will oversee and manage the end-to-end customer experience for credit card customers, ensuring compliance with legal requirements and managing relationships with external partners.

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

Credit Card OperationsCustomer Experience ManagementRegulatory ComplianceTraining DevelopmentProcess ManagementSoft Skills

Required

Overseeing and managing the end-to-end customer experience for credit card customers
Managing Credit Card customer service requirements across Fanatics OpCo
Development and ongoing management of agent training, FAQs, credit card related policies, and procedures
Development and ongoing management of customer facing FAQs / responses
Building out and management of a process to respond and track customer escalations
Ensuring compliance with legal / regulatory requirements related to tracking and SLAs
Managing all card specific benefits for VIPs
Liaison with VIP Account Managers and Contact Centers
Managing all training material, FAQs, policies, and procedures for VIP program
Managing all VIP escalations / concerns with internal and external partners
Managing processes / procedures related to the VIP program for credit card customers
Owning relationship with Imprint and Amex for customer ops related activities
Building out and managing processes / flows required to service customers
Owning and managing the Credit Card Customer VOC Program
Owning all reporting (Contact rates, call intents, servicing SLAs)
Owning product roadmap for CX related enhancements
Managing call listening program for Fanatics / Imprint
Conducting NPS / CSAT Surveys
Content Management Owner for all Credit card servicing / ops related content
Managing agent and customer facing content across all Fanatics assets

Company

Fanatics

twittertwittertwitter
Glassdoor3.5
company-logo
Fanatics is a sports merchandise retailer that manufactures fan gear and jerseys across retail channels. It is a sub-organization of Kynetic.
dateFounded in 2002
location
Jacksonville, Florida, USA
people-size10001+ employees
web-link
http://www.fanaticsinc.com

Funding

Current Stage
Late Stage
Total Funding
$4.9B
Key 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
linkedin
leader-logo
Michael Mahan
CEO

Recent News

The Block
Prediction markets explode in 2025: Inside the Kalshi-Polymarket duopoly and challengers
2026-01-03
Rochester Business Journal
From bedroom to global brand: Rochester’s WeTheHobby revolutionizing card collecting
2025-12-24
Sportcal
Fanatics appoints Flynn as first GM in growing ANZ market
2025-12-24
Company data provided by crunchbase