Who We Are Authentic Brands Group (Authentic) is a global brand and entertainment platform that owns and invests in iconic intellectual property and cultural assets. It accelerates brands through a set of specialized businesses that combine powerful storytelling, premium content, unforgettable live experiences and global commerce. Through a network of more than 1,700 best-in-class licensees and strategic partners across 150 countries and expansive distribution, Authentic’s brands drive more than $38 billion in annual systemwide retail sales worldwide. Authentic’s diversified portfolio spans more than 50 brands and reaches nearly one billion social media followers. Its roster includes Reebok, Champion, Shaquille O’Neal, David Beckham, Kevin Hart, Sports Illustrated, Elvis Presley, Muhammad Ali, Marilyn Monroe, GUESS, Aéropostale, Nautica, Eddie Bauer, Lucky Brand, Nine West, Brooks Brothers, Juicy Couture, Vince Camuto, Izod, Van Heusen, Dockers, Ted Baker, Hart Schaffner Marx, Vince, Barneys New York, Judith Leiber, Quiksilver, Spyder, Billabong, Volcom, Roxy, RVCA, DC Shoes, Prince, Sperry and Hunter. For more information, visit corporate.authentic.com. Follow Authentic on LinkedIn, Instagram and WeChat. Why Authentic You’ll be able to access the resources and scale, while leveraging innovative technology and nimble environment. What we’re saying is, this isn’t your average day job. If you’re hungry to drive ideas into action and own your career, let’s chat. Our team is rapidly innovating to evolve and define the future of our brands. With the help of some of the brightest minds in retail, marketing, licensing, legal and more, we are building the intersection of digital and experiential marketing to help achieve that mission. We reimagine, evolve and transform brands! At Authentic, we foster an inclusive workplace where diversity of thought and expertise drive competitive advantage. Our global teams are built by go-getters who contribute unique perspectives and push the boundaries of creativity and innovation. Headquartered in New York City, Authentic has offices in major metropolitan cities including Los Angeles and Miami, as well as Toronto, Mexico City, London, and Shanghai. What You’ll Do The Associate Manager, Digital Operations will play a critical operational role within ABG's Customer Experience & Operations team, owning the workflows, systems, and processes that power a seamless customer journey across our licensed brand portfolio. This is a hands-on operations role — the ideal candidate has direct experience building and troubleshooting workflows, writing SOPs, managing or overseeing team members or vendor partners, and driving operational improvements end-to-end. While customer experience is the outcome we're driving toward, the day-to-day work is deeply operational: diagnosing what's broken, building what's missing, and managing the people and partners who execute. Key Responsibilities: * Own the operational relationships with licensees onboarding to ABG's digital and CX ecosystem, leading structured onboarding workflows, setting clear operational expectations, and ensuring all systems and touchpoints are functioning before go-live. * Build, document, and maintain SOPs and process workflows across CX operations, ensuring consistency and scalability as the brand portfolio grows. * Conduct end-to-end customer experience testing across brand touchpoints — including checkout, post-purchase communications, returns, and support flows — identifying gaps and driving resolution cross-functionally. * Manage and oversee day-to-day performance of outsourced customer support partners, including monitoring quality, flagging issues, and holding vendors accountable to SLAs and operational standards. * Troubleshoot operational breakdowns across platforms and workflows — diagnosing root causes, escalating where appropriate, and implementing fixes. * Track, analyze, and report on CX and operational metrics across brands, surfacing trends and actionable recommendations to senior leadership on a regular cadence. * Coordinate cross-functionally with Brand, Marketing, Technology, and Operations teams to stay aligned on product launches, platform changes, and new initiatives that impact operations or the customer experience. * Stay current on CX platform updates, digital operations trends, and industry best practices, and bring relevant improvements back to the team proactively. Key Qualifications: * 3–5 years of experience in digital operations, CX operations, or a closely related role — with demonstrated ownership of operational processes, not just participation in them. * Proven experience building or significantly improving workflows and SOPs in a fast-paced environment; candidates should be able to speak specifically to processes they have built from scratch or overhauled. * Experience managing, supervising, or directing others — this can include direct reports, outsourced vendor teams, call center partners, or cross-functional stakeholders; what matters is that you have held people accountable to operational standards. * Strong troubleshooting instincts — comfortable diagnosing why a workflow, system, or process is failing and driving it to resolution without waiting to be told what to do. * Experience with CX or support platforms such as Gorgias, Zendesk, or similar tools at an operational level (configuring, troubleshooting, or optimizing — not just using). * Excellent organizational skills with the ability to manage multiple workstreams, track open items independently, and close loops without prompting. * Strong analytical skills with experience tracking and reporting on operational and CX metrics (CSAT, contact volume, first response time, resolution time, etc.). * Ability to work cross-functionally across internal teams and external partners in a multi-brand, fast-moving environment. * Experience in a licensed brand, B2B, multi-brand, or eCommerce environment is strongly preferred. * Familiarity with returns platforms (e.g., Loop), eCommerce platforms (e.g., Shopify), or AI-powered support tools is a plus. * Bachelor's degree preferred in Business Administration, Operations Management, Communications, or a related field; equivalent hands-on experience considered. Primary Location Salary Range: $74,000 – $84,000 Fraud Alert: Unauthorized Job Offers and Impersonations We have been made aware of fraudulent job offers and interview requests being sent by individuals falsely claiming to represent Authentic. These scams are often initiated via email, employment websites and social media, and may include fake interview requests, offer letters or attempts to collect personal and financial information. Please note: * All legitimate Authentic job postings can be found only on our official website (authentic.com) or through our verified LinkedIn page (https://www.linkedin.com/company/weareauthentic). * Authentic does not conduct interviews over Teams or Zoom without prior email correspondence from a verified @authentic.com email address. * We will never ask you for sensitive personal information, payment or banking details as part of the hiring process. If you believe you've been contacted by someone impersonating an Authentic team member, please report it immediately by emailing [email protected]. Authentic is an equal-opportunity employer and we value and embrace the diversity and inclusion of all Team Members. We do not discriminate on the basis of gender, gender identity, sexual orientation, race, national origin, disability, age, marital status, protected veteran status, or other legally protected status. For individuals with disabilities or religious obligations who would like to request an accommodation, please contact [email protected] To access Authentic' s Privacy Policy, which contains information regarding data collected from job applicants and how we use it, please click here: https://authentic.com/pages/privacy-policy

Associate Manager, Digital Operations

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