Associate Manager, Digital Operations

About the role

Authentic Brands Group (Authentic) is a leading sports, media, entertainment and lifestyle platform. As the owner of some of the most iconic and beloved intellectual property in the world, Authentic acquires and invests in brands to create long-term value for all of its stakeholders. A digital-first, asset-light platform, Authentic sits at the intersection of culture, commerce and technology. It brings brands to life and cultivates fandom through powerful storytelling, premium content and unforgettable live experiences. Together with nearly 2,000 best-in-class licensing partners across 150 countries and an expansive distribution network, Authentic's brands drive more than $38 billion in annual systemwide retail sales worldwide. 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.

Responsibilities

• Serve as the primary point of contact for licensees onboarding to ABG's digital and CX ecosystem, building strong working relationships and ensuring alignment on brand standards, workflows, and operational expectations from day one.
• Conduct end-to-end customer experience testing across brand touchpoints - including checkout, post-purchase communications, returns, and customer support flows - to ensure all systems and processes are functioning as intended.
• Monitor day-to-day CX operations across owned and operated DTC businesses, liaising with customer support agencies and external partners to ensure timely, high-quality resolution of customer inquiries and escalations.
• Identify operational gaps, system issues, and process breakdowns; take initiative to escalate, document, and drive resolution in partnership with cross-functional teams.
• Track, analyze, and report on CX and operational metrics across brands, surfacing trends, root causes, and actionable recommendations to senior leadership.
• Coordinate cross-functionally with Brand, Marketing, Technology, and Operations teams to stay aligned on product launches, platform updates, and new initiatives that impact the customer experience.
• Develop and maintain internal process documentation, SOPs, and best practices to support consistency and scalability across the team and licensee base.
• Stay current on CX platform updates, digital operations trends, and industry best practices, bringing relevant insights back to the team.
• Key Qualifications:
• 3-5 years of experience in digital operations, customer experience, or a related role, preferably within an eCommerce or multi-brand environment.
• Strong relationship-building and communication skills, with the ability to manage licensee and partner relationships professionally and effectively.
• Highly detail-oriented and organized, with a demonstrated ability to manage multiple workstreams, track open items, and close loops without being prompted.
• Agile and adaptable, with a proven ability to pivot quickly as priorities shift and new challenges arise.
• Curious and process-oriented mindset - someone who wants to understand how systems work and is motivated to improve them.
• Experience with CX or support platforms such as Gorgias, Zendesk, or similar tools.
• Strong analytical skills with experience tracking and reporting on key CX metrics such as CSAT, contact volume, first response time, and resolution time.
• Ability to work cross-functionally and collaborate across internal teams and external partners to drive operational excellence.
• Exp

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