Job Spec: Manager, Knowledge & Content Strategy
Reports to: Director of Collector Experience
Location: Los Angeles
Other: Full Time Position
About the Company
Fanatics Collect is a global product and technology group dedicated to revolutionizing the world
of collectibles. Every single day our team of experienced product leaders, engineers, and
operators obsesses over how to create the ultimate collector experience with our products:
Topps.com, the direct to consumer ecommerce platform of the Topps brand, Fanatics Collect,
the most trusted and dynamic collector focused marketplace, and our collector focused live
shopping platforms, Fanatics Live and Voggt.
We have the unique advantage of being backed by Fanatics - the world’s largest sports
merchandiser, with more than 900 global sports relationships, 90+ million reachable fans, and
exclusive licensing deals with the MLB, NFL, and NBA among many others - but we’re a nimble,
ambitious team building products from the ground up.
If you're passionate about building world class products and share our love for sports fans and
collectors, Fanatics Collect offers an exciting opportunity to be part of a dynamic team creating
the future of collecting.
About the Role
Fanatics Live & Collect is reimagining the fan experience through live commerce and collector
engagement. We're looking for a strategic, hands-on leader to build and scale the programs that
power world-class support. In this high-impact role, you will own training, knowledge
management, and support content strategy—leveraging AI and enablement tech to drive
consistency, speed, and excellence across global support teams.
This role is responsible for how our global support organization learns, evolves, and delivers.
You’ll build scalable training programs, oversee customer-facing and internal content, and
ensure every agent is equipped to deliver standout service. You’ll also work cross-functionally
with Product, Policy, Legal, and Ops to maintain alignment, compliance, and quality across all
support materials.
Responsibilities:
● Design and deliver onboarding and ongoing training programs for global collector support teams
● Own and evolve internal knowledge management systems, including macros and documentation
● Develop and maintain customer-facing help content (FAQs, guides, troubleshooting) to improve self-service and reduce contact volume
● Maintain brand voice and editorial standards across all support content
● Leverage AI tools, LMS platforms, and knowledge bases to automate and scale learning
● Monitor performance data to continuously improve training and support content effectiveness
● Partner with Product, Legal, Policy, and Ops to keep training and content aligned with product updates and compliance requirements
● Manage content architecture and workflow in a dynamic, fast-paced environment
Qualifications:
● 5–8+ years in training, content strategy, knowledge management, or support enablement roles
● Strong instructional design, editorial, and UX writing skills
● Proven ability to build scalable content systems for both internal enablement and customer support
● Deep knowledge of tools such as Zendesk, Kustomer, Guru, Salesforce, SharePoint, or Confluence
● Experience with AI-driven content creation, automation, and LMS/CMS platforms
● Analytical skills to measure content and training performance and inform strategy
● Excellent cross-functional communication and stakeholder management skills
● Bonus: Advanced degree in Information Management, Library Science, or related field; familiarity with change management principles
The salary range for this position is $99,000 - $123,000, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training.
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