Senior Knowledge Management Lead

Fanatics Inc.; Denver (CO); On-site; USD 150,000 - 170,000; Full time

Job summary

Fanatics Betting and Gaming is seeking a Senior Manager, Knowledge Management to lead the knowledge base for FBGA and ARENA. You will own content lifecycle, standards, and governance while partnering with Product and Engineering to turn case data into actionable knowledge.

In this role you will build a scalable knowledge program, drive insights across case types, and coach the Knowledge team to deliver high‑quality content that improves customer and agent experiences, reporting to Operations

Qualifications

• 8+ years of experience in operations, knowledge management, customer experience, or a related field, including leading teams.
• Proven ability to build and run a content or knowledge function with defined standards, ownership, and governance.
• Strong analytical skills, with the ability to synthesize large amounts of case and performance data into clear priorities and recommendations.
• Track record of partnering effectively with Product and Engineering teams on requirements, prioritization, and delivery.
• Rigorous attention to detail and strong organization, with the ability to manage many parallel workstreams and deadlines.
• Exceptional written and verbal communication, including the ability to tell a clear, data-backed story to senior leaders.
• Ability to operate from strategy to execution, and to turn strategy into operating practice.
• Ability to pass required licensing mandated by state racing and gaming regulatory bodies.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Own the knowledge base that powers FBGA and ARENA, including its structure, taxonomy, content, accuracy, and coverage.
• Establish and run a content lifecycle with clear owners, testing and review cadences, and approval workflows, so content stays current as policies, products, and states change.
• Set and enforce content standards that keep knowledge consistent, compliant, and easy for both people and AI to use.
• Drive the evolution of internally developed tools and automated processes so that Knowledge can scale and keep pace with the broader business.

Skills

Analytical skills

Leadership

Written and verbal communication

Strategy to execution

Education

Bachelor’s degree or equivalent experience

Tools

SQL

Job description

Fanatics Betting and Gaming is seeking a Senior Manager, Knowledge Management to lead the knowledge base for FBGA and ARENA. You will own content lifecycle, standards, and governance while partnering with Product and Engineering to turn case data into actionable knowledge.

In this role you will build a scalable knowledge program, drive insights across case types, and coach the Knowledge team to deliver high‑quality content that improves customer and agent experiences, reporting to Operations