Senior AI Operations & Automation Analyst

Fanatics; Denver (CO); On-site; USD 86,000 - 115,000; Full time

Job summary

Fanatics Betting & Gaming is hiring a Senior Business Analyst, Operations Automation to dig into the customer experience inside our AI agent conversations. You will own metrics and dashboards to improve containment, resolution, and customer satisfaction.

You will partner with Product and Data teams to define data requirements, build reliable BI views, and measure the impact of new AI surfaces as products evolve. This role is based in Denver with hybrid options.

Qualifications

• 2+ years in business analytics, data analysis, or related role.
• Strong SQL and ability to pull and validate data across large datasets.
• Experience building BI dashboards used for decision-making (Tableau/Power BI/Looker).
• Ability to diagnose root causes and communicate findings clearly.

Responsibilities

• Maintain and report 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 team and Product partners use to read AI performance, and keep them accurate as products, policies, and promotions change.
• Write the data requirements — event definitions, tagging, table structures, and data quality checks — the metrics depend on, and partner with Data to get them built.
• Flag it early when a number stops being trustworthy. Knowing when your own data is wrong matters as much as reporting it.

Skills

SQL

BI reporting

Data validation

Tools

Tableau

Looker

Power BI

Sigma

Job description

Fanatics Betting & Gaming is hiring a Senior Business Analyst, Operations Automation to dig into the customer experience inside our AI agent conversations. You will own metrics and dashboards to improve containment, resolution, and customer satisfaction.

You will partner with Product and Data teams to define data requirements, build reliable BI views, and measure the impact of new AI surfaces as products evolve. This role is based in Denver with hybrid options.