Fanatics Betting & Gaming

Strategic AI Operations Manager

Denver, CO, United States · Full-time

Sponsorship not specified$100k-$135kDetected 10 hours ago

SQLBigQuerySnowflakeData EngineeringLLMsIncident ResponseProduct StrategyStakeholder ManagementCustomer SupportCadenceManual TestingLeadershipCommunicationCollaborationMentoring

About the role

This role sits at the intersection of product strategy, operations, and data-driven decision-making.
You'll rely heavily on AI tools like Claude to do the analytical heavy lifting (querying data, synthesizing patterns, drafting reports), so you can spend your time on judgment, prioritization, and stakeholder alignment rather than writing code.
You bring strong business acumen, a sharp analytical mindset, and the ability to turn data into action - not a coding background.

Responsibilities

Own the end-to-end performance of FBG's GenAI customer service AI Agent, driving quality, escalation logic, and containment metrics through partnership with Engineering and Product.
Drive continuous improvement across containment rate, resolution rate, retention rate, and user satisfaction with a data-first approach to prioritization.
Own knowledge article quality and freshness, including intake workflows and content evaluation processes.
Own the insights layer for AI Agent performance - using Claude and other AI-assisted tools to query data, investigate root causes, and synthesize patterns across large volumes of conversation and performance data.
Partner with Data Engineering and Analytics teams to ensure the underlying data is reliable and well-organized enough to support fast, accurate AI-assisted analysis.

Requirements

3+ years of experience in strategy / management consulting, AI operations, applied AI, finance, or a closely related data-heavy technical role
Experience operating a product or system in production, including monitoring performance, spotting regressions, and driving structured, data-informed iteration.
Proven ability to work cross-functionally across engineering, operations, and compliance in a fast-moving environment.
Excellent written and verbal communication skills, with the ability to distill complex performance data into clear narratives for both technical and executive audiences.
Experience owning or managing a GenAI-powered chatbot, virtual agent, or similar customer-facing AI product.
Experience in regulated industries such as online gaming, fintech, payments, or e-commerce.
Experience managing teams responsible for knowledge management, content operations, or AI evaluation/QA.

Compensation

$100,000 - $135,000 USD

Benefits

For information about our benefits, please visit https://benefitsatfanatics.com/
In addition to the base and bonus, full-time employment, and more.
Define and refine conversational flows, intent coverage, fallback handling, and multi-turn experiences in close partnership with Engineering and Product.

Company info

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, 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
Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.
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, 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.
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.
Fanatics Betting & Gaming (FBG) is building some of the most advanced AI-powered customer experience systems in the betting and gaming industry.

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This listing is sourced directly from Fanatics Betting & Gaming's careers page and normalized into a canonical job model.