Senior Analyst, Operations Automation

The posting, as Fanatics Betting & Gaming wrote it

About Us

Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.

About the Team

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.

Overview

Fanatics Betting & Gaming (FBG) is hiring a Senior Analyst, Operations Automation to dig into the customer experience inside our AI agent conversations.
Containment and resolution are the numbers you'll live in, and you'll work them at a level of detail nobody else here has time for: one case type, then one subtype, then the next one. In practice that means picking up a subtype with your manager, reading through a stack of real conversations, and working out what's actually going wrong. Sometimes customers get stuck in the same spot over and over. Sometimes a live agent clears the same contact in two minutes because they can check something the AI can't reach yet. Sometimes the AI is doing roughly the right thing badly: the tone is off, the knowledge article behind it is thin, or the prompt is pushing it down the wrong path.
Finding the problem is half the job. The other half is making the case for the fix — what it's costing us now, what the fix is worth, and a story clear enough that a Product partner can act on it. You'll build that case and bring it into intake alongside your manager. We would rather hire someone solid at both halves t
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or support operations analytics — particularly anything that involved understanding how human agents actually resolve contacts.

• Hands-on experience writing or editing knowledge content, groundings, or prompts for an AI system.
• Experience in sports betting, gaming, fintech, payments, or another high-growth, regulated consumer industry.
• Experience partnering with ML or Data Science teams on evaluation frameworks, A/B testing, or experiment design.
• Familiarity with knowledge base architecture and how content quality drives AI answer quality.

Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.

For information about our benefits, please visit https://benefitsatfanatics.com/
Ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. The range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual offer is confirmed. In addition to the base and bonus, full-time employment, and more. For information about our benefits, please visit https://benefitsatfanatics.com/

Salary Range
$86,000 — $115,000 USD

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