Senior Operations Manager

Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties. At Fanatics, we bring our BOLD Leadership Principles to life every day - building championship teams, obsessing over fans, acting with entrepreneurial speed, and delivering with a determined and relentless mindset. Fanatics Commerce is the global leader in licensed sports merchandise, operating a vertically integrated platform that designs, manufactures, and delivers officially licensed apparel, jerseys, headwear, and collectibles for major leagues, teams, and events worldwide. With more than 900 e-commerce sites and a global omnichannel presence across digital, in-venue, and retail, Fanatics Commerce reaches fans in over 180 countries and powers official fan experiences for many of the world's most iconic sports properties. At Fanatics, we bring our BOLD Leadership Principles to life every day—building championship teams, obsessing over fans, acting with limitless entrepreneurial spirit, and delivering with a determined and relentless mindset. As we continue to scale our global platform, the Senior Operations Manager will play a critical role in driving safe, efficient, and high-performing fulfilment operations at site level. ROLE OVERVIEW The Senior Operations Manager holds full ownership of site operations, leading a team of leaders to deliver functional KPIs across service, cost, and operational excellence. This senior leadership role drives team development, succession planning, resource and capacity management, and the tactical execution of departmental plans within a high-volume direct-to-consumer environment. The Senior Operations Manager delivers business and fan impact through BOLD leadership and execution excellence, leveraging data, automation, and AI-enabled insights. HOW WILL YOU DRIVE IMPACT Success is measured by the ability to deliver results through BOLD capabilities and measurable outcomes. Team & Leadership Impact (Build Championship Teams) Cross-Functional Leadership: Partner with HR, L&D, Finance, and technical business partners to align operational plans, resource strategies, and improvement initiatives across the site. Communicate regularly with international operational peers, local supply and demand leaders, and project managers engaged in functional plans to ensure alignment and shared accountability. People Leadership: Manage, coach, and develop all leaders within the department, maintaining an active succession plan for every leadership role. Own performance management and recovery plans where required, fostering a high-performance culture built on accountability and continuous development. Fan & Customer Impact (Obsessed with Fans) Ensure the safe and efficient execution of operational plans that enable on-time, accurate fulfilment and a consistently excellent fan experience. Meet or exceed agreed performance targets for service levels, driving outcomes that directly support fan satisfaction and loyalty. Own departmental resource and capacity plans to ensure the operation is always positioned to meet fan demand, including during peak periods. Communicate operational performance and priorities regularly across the department to keep teams focused on delivering for fans. Innovation & Problem Solving (Limitless Entrepreneurial Spirit) Lead operational change initiatives within a high-growth business, identifying opportunities to improve processes, systems, and ways of working. Leverage WMS tools, reporting standards, and data analysis to identify trends, diagnose root causes, and drive continuous improvement. Build and refine team structures and operational processes to support scalability and evolving business needs. Apply data-driven insight to challenge the status quo and deploy innovative solutions that enhance efficiency and service. Ownership & Execution (Determined & Relentless Mindset) Take full ownership of operational budgets, managing cost performance with rigour and accountability. Develop and deploy comprehensive department plans, ensuring regular communication of performance and operational priorities across the team. Lead and execute improvement plans to recover performance where required, maintaining relentless focus on KPI delivery. Engage and influence internal and external stakeholders effectively to secure the support and resources needed to achieve operational goals. AI & DIGITAL CAPABILITY We are building a future-ready organization. This role is expected to: Apply AI and technology to improve efficiency, quality, and outcomes Use data and digital tools to inform decisions and enhance performance Demonstrate curiosity and adaptability in adopting new technologies and ways of working Contribute to a culture of innovation and continuous improvement CAPABILITIES & EXPERIENCE YOU BRING Required Qualifications: 5+ years of operational leadership experience in a high-volume direct-to-consumer environment. Proven track record leading multiple teams simultaneously in a high-tempo, fast-paced operational setting. Experienced and knowledgeable operator and user of WMS tools, systems, and reporting standards. Demonstrated experience leading change and building scalable teams and processes within a high-growth business. Highly proficient in using, understanding, and managing data, including routine analysis of operational performance and trends. Skilled communicator with demonstrated ownership of functional performance, plans, and projects across a broad stakeholder group. Experienced in partnering with HR, Fi