Senior Business Analyst, Operations Automation

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 Sports book 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.

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sports book 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 sports book 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 Business 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 than someone brilliant at one.
This is a role where you learn the craft of AI customer experience with real ownership of the analysis from day one. You'll sit on the team that owns FBG's AI customer experience and work with Data, Quality, Product, and CX week to week.
Responsibilities:

• Maintain and report the key metrics for our customer-facing AI agent — containment, resolution, deflection, escalation rate, repeat contact, and customer satisfaction at a case and subtype level.
• Be part of the team that stands up measurement for each new AI surface as it launches, so no surface goes live without a definition of success and the instrumentation to track it.
• Build and maintain the BI views and dashboards your…