Director, Fan Services

About This Opportunity

Our talent team at Get A Job.ai is representing a confidential global e-commerce organization in their search for a Director, Fan Services based in Manchester. This is an on-site leadership role overseeing customer service operations across first and second-line teams, with responsibility for budget, headcount planning, and vendor partnerships.

You will lead a customer service organization, working cross-functionally with internal stakeholders to prioritize activity and deliver feedback on progress and opportunities. This position requires extensive experience with best-in-class processes, tools, and performance management, leveraging data, automation, and AI-enabled insights to drive business impact.

Responsibilities

Team & Leadership Impact:

• Liaise with fulfillment operations, logistics, merchandising, marketing, business analytics, partnerships, and technology teams to gather information, provide insights, and resolve issues
• Coordinate resources and work cross-functionally with external partners including marketplace operations, drop ship vendors, and third-party logistics partners
• Lead and present operational data on daily, weekly, and monthly business review calls to senior and executive leadership
• Manage staffing, workflows, and performance for on-premises, hybrid, and remote employees through training, motivation, project management, and incentive programs
• Develop succession plans and talent pipelines for managers, supervisors, and team leaders
• Deploy policies, procedures, and service level standards across the customer service organization

Customer Impact:

• Serve as subject matter expert for customer sentiment and feedback, strategizing messaging that adapts to customer needs
• Analyze and leverage data to drive targets and process improvements across key metrics including Net Promoter Score, Customer Satisfaction, First Contact Resolution, and Contacts per Order
• Identify and reduce contact drivers through innovative solutions while ensuring adherence to regulatory and compliance frameworks including PCI/PII and GDPR
• Develop and manage BPO and vendor partner relationships including performance, cost, and contract oversight

Innovation & Problem Solving:

• Apply technical proficiency across customer experience technologies including contact experience platforms, e-commerce tools, order management systems, content management systems, and AI/ML-powered conversation analytics
• Leverage omni-channel operational expertise to identify gaps, design scalable solutions, and enhance the end-to-end customer service experience
• Bring innovative approaches to first and second-line contact management, improving resolution rates and reducing friction
• Integrate emerging technologies and data-driven tools to improve efficiency, reduce costs, and elevate customer outcomes

Ownership & Execution:

• Own the strategic roadmap, budget, and resource planning for the customer service organization
• Drive performance management with focus on financial targets and third-party SLAs
• Manage competing priorities with urgency in a fast-paced, high-growth environment
• Communicate clearly to senior-level and C-level audiences in writing, speaking, and digital formats

What We're Looking For

Required Qualifications:

• 10+ years of customer operations experience, including deep expertise in first and second-line contact management and managing own and third-party logistics operations
• 7+ years of people leadership experience, with demonstrated success leading leaders and managers across on-premises, hybrid, and remote environments
• Experience and understanding of omni-channel operations and the e-commerce space
• Advanced communication skills in writing, speaking, and digital formats, with ability to present to senior-level and C-level audiences
• Strong proficiency in Microsoft Office suite including Excel and pivot tables; knowledgeable user of CRM technologies, conversation-analytics software, contact center technologies, customer review tools, and order management tools such as EDI, DAX, and cloud reporting
• Proven track record of owning departmental budgets, headcount planning, and BPO/vendor relationships including performance, cost, and contract oversight
• Bachelor's degree in business, communications, management, or related field
• Multi-lingual candidates are encouraged to apply; Spanish, French, and German are preferred

AI & Digital Capability:

• 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

Work Location: On-site in Manchester (Stakehill)

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will screen qualified applicants and coordinate interviews with our client. We manage the entire process from application to offer. Please do not attempt to contact the hiring organization directly, as all communication flows through our talent team to ensure a smooth and confidential process.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Equal Opportunity: Get A Job.ai is committed to diverse and inclusive hiring practices. We welcome candidates from all backgrounds to apply.