Senior AI Operations & CX Analyst

Fanatics Inc.; Denver (CO); On-site; USD 90,000 - 120,000; Full time

Job summary

Fanatics Betting & Gaming is hiring a Senior Analyst, Operations Automation to dive into the customer experience inside our AI agent conversations. You will define containment and resolution metrics, identify stall points, and build the business case for fixes with cross-functional partners.

You’ll own analytic work from day one, partnering with Data, Quality, Product and CX to measure AI performance, frame recommendations, and track impact as new AI surfaces launch.

Qualifications

• Experience in analytics for AI or CX is advantageous.
• Strong problem-solving and storytelling with data.

Responsibilities

• Maintain and report AI agent metrics: containment, resolution, deflection, escalation, and CSAT at case/subtype levels.
• Define success metrics for new AI surfaces and instrument them before launch.
• Build BI views and dashboards for AI performance used by Product and CX teams.
• Write data requirements: event definitions, tagging, and table structures with Data.
• Flag early when data is not trustworthy and document issues.

Skills

Data analysis

SQL

BI dashboards

Tools

Python

Excel

Job description

Fanatics Betting & Gaming is hiring a Senior Analyst, Operations Automation to dive into the customer experience inside our AI agent conversations. You will define containment and resolution metrics, identify stall points, and build the business case for fixes with cross-functional partners.

You’ll own analytic work from day one, partnering with Data, Quality, Product and CX to measure AI performance, frame recommendations, and track impact as new AI surfaces launch.