AI Operations Manager

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 Operations Manager to help bring these capabilities to life and keep them running at scale.

This role sits at the intersection of applied AI, data analytics, and customer operations. You will own the day‑to‑day performance, iteration, and quality of our AI systems, with a particular emphasis on our customer‑facing AI Agent. Beyond the AI Agent, you will support an expanding portfolio of AI tools that augment our customer support agents and proactively resolve customer issues before they escalate.

You bring hands‑on technical depth in how AI systems work, a strong instinct for data, and the ability to translate insights into meaningful product improvements.

• Own the end‑to‑end performance of FBG’s GenAI customer service AI Agent, from prompt engineering and quality to escalation logic and containment metrics.
• Drive continuous improvement across containment rate, resolution rate, retention rate, and user satisfaction with a data‑first approach to prioritization.
• Design and refine conversational flows, intent coverage, fallback handling, and multi‑turn experiences in close partnership with Engineering and Product.
• Ensure chatbot responses are accurate, policy‑compliant, brand‑aligned, and safe, including guardrails for hallucination prevention and confident human handoff thresholds.
• Own knowledge article quality and freshness, including ingestion workflows and automated content evaluation.

• Support the buildout and optimization of an AI co‑pilot for customer support agents, including response suggestions, knowledge surfacing, and real‑time guidance tooling.
• Contribute to the development of an in‑app predictive troubleshooting system that proactively identifies and resolves customer issues before they require agent intervention.
• 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.

• Monitor CS AI system performance daily; identify regressions, anomalies, and edge cases before they impact customers.
• Support and help maintain QA frameworks, evaluation datasets, and testing protocols across AI systems.
• Own incident response for AI‑related issues, including root‑cause analysis, corrective actions, and post‑mortems.
• Establish and evolve governance processes for model updates, prompt changes, content refreshes, and release readiness.

• Own the analytics layer for AI system performance, building dashboards, writing SQL, and generating insights that drive roadmap decisions.
• Synthesize signals from conversation data, user behavior, agent feedback, and operational metrics to identify opportunities and surface risks.
• Translate complex data findings into clear narratives for both technical and non‑technical stakeholders, including executive‑level reporting.
• Partner with Data Engineering and Analytics teams to ensure reliable, well‑modeled data pipelines supporting AI evaluation and reporting.

• Partner with Engineering, Product, Customer Support, Compliance, and Legal to coordinate delivery across the AI portfolio.
• Ensure AI systems meet regulatory requirements across gaming, payments, and data privacy, working closely with Compliance and Responsible Gaming teams.
• Communicate status, risks, and outcomes clearly to senior leadership, with the ability to tailor messaging to both technical and executive audiences.
• Drive internal enablement and documentation so that operational and support teams can effectively work alongside AI systems.

• Manage a small, dedicated team responsible for the creation and ongoing management of groundings (knowledge articles, retrieval content, and prompt context) for all AI agents across FBG.
• Lead the team's testing and quality assurance function, including evaluation…