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AI Strategy Analyst

Overview

Fanatics Betting & Gaming (FBG) is building some of the most advanced AI-powered customer experience systems in the betting and gaming industry. We are investing heavily in a portfolio of generative AI initiatives and are looking for an AI Strategy Analyst to help shape where that investment goes next and ensure it lands against our biggest business priorities.

This role sits at the intersection of AI strategy and customer operations. You will help drive the roadmap for our GenAI customer service AI Agent and our internal AI co-pilot for Customer Experience (CX) agents while supporting the continuous improvement of our broader AI portfolio as we launch new products and in new markets. This is a strategy and prioritization role, not a hands-on platform-configuration role. You'll set direction, define what "good" looks like, and drive it through engineering and business partners. You're able to move comfortably between a technical conversation about model performance or prompt design and a business conversation about priorities and impact, and you use that fluency to prioritize, influence, and drive outcomes.

Responsibilities

AI Agent & CS Agent Co-Pilot

- Drive continuous improvement of FBG's GenAI customer service AI Agent, partnering with Engineering and CX leadership to improve containment rate, resolution rate, retention rate, and user satisfaction.

- Guide strategic and operational decisions for our internal AI co-pilot for CS agents, ensuring it evolves in step with agent workflows, business needs, and CX organizational priorities.

- Set strategy and standards for the knowledge base powering both the AI Agent and CX co-pilot, prioritizing what gets built and partnering with content and engineering teams on execution as products, policies, and promotions evolve.

- Identify performance gaps and improvement opportunities across both platforms using data, agent and customer feedback, and structured performance reviews, then convert findings into prioritized action plans.

- Partner with technical teams on prompt strategy, knowledge base architecture, and evaluation frameworks to ensure both tools continue to raise the bar on quality and efficiency.

Continuous AI Improvement

- Synthesize signals from conversation data, user behavior, agent feedback, and operational metrics to identify opportunities and surface risks.

- Automate the testing and performance management of existing AI systems against key metrics (containment, retention, handle time, CSAT, etc.) and drive structured improvement cycles.

- Champion a test-and-learn culture, running structured pilots and experiments to validate new AI capabilities before scaling them.

- Flex across additional AI initiatives as the portfolio grows; this role is built for breadth, and the roadmap will evolve alongside FBG's AI ambitions.

- Translate complex data findings into clear narratives for both technical and non-technical stakeholders.

- Build and maintain a point of view on where AI is headed industry-wide, and proactively bring forward new opportunities before they're asked for.

Cross-Functional Collaboration & Stakeholder Management

- Partner with Engineering, Product, CX, Fraud, Payments, Compliance, and Legal to coordinate delivery across the AI portfolio.

- Communicate status, risks, and outcomes clearly to senior leadership, with the ability to tailor messaging to both technical and executive audiences.

- Prepare strategic narratives, business cases, and executive-ready materials that connect AI investment to measurable business outcomes.

- Drive internal enablement and documentation so that operational and business teams can effectively work alongside AI systems.

Required Qualifications:

- 2+ years of experience in AI strategy, business operations, management consulting, or a closely related role.

- Demonstrated ability to translate business priorities into technical requirements, and technical constraints and capabilities into business-friendly narratives and business cases.

- Strong data skills: proficiency in SQL, comfort with analytics tooling, and the ability to run analyses and extract actionable insights from complex datasets.

- Hands-on technical understanding of how LLMs work, including prompt engineering, context management, retrieval-augmented generation (RAG), and evaluation strategies, sufficient to credibly partner with engineering teams.

- Experience working directly with or overseeing GenAI/LLM-powered products (chatbots, co-pilots, or similar customer- or agent-facing AI tools) in production

- Demonstrated ability to drive cross-functional initiatives from strategy through execution across engineering, operations, and business teams.

- Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels, including senior leadership.

- High intellectual curiosity and a genuinely AI-first approach to problem-solving

Preferred Experience: 

- Experience in sports betting, gaming, fintech, payments, or another high-growth, regulated consumer industry.

- Familiarity with agent frameworks, tool-calling patterns, and multi-step reasoning in LLM systems.

- Experience supporting or partnering on GTM/launch processes for new products or markets.

- Comfort working with data platforms such as Snowflake or Databricks.

- Experience collaborating with ML or Data Science teams on model evaluation, fine-tuning, or experiment design.

- Demonstrated ability to help scale and mature AI systems with a focus on trust, reliability, and safety.

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/