AI Strategy Analyst

About Us 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 Sportsbook 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.  AI Strategy Analyst 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 Strategy Analyst to help shape where that investment goes next and ensure it lands against our biggest business priorities. This role sits at the intersection of AI strategy and customer operations. You will help drive the roadmap for our GenAI customer service AI Agent and our internal AI co-pilot for Customer Experience (CX) agents while supporting the continuous improvement of our broader AI portfolio as we launch new products and in new markets. This is a strategy and prioritization role, not a hands-on platform-configuration role. You'll set direction, define what "good" looks like, and drive it through engineering and business partners. You're able to move comfortably between a technical conversation about model performance or prompt design and a business conversation about priorities and impact, and you use that fluency to prioritize, influence, and drive outcomes. Responsibilities AI Agent & CS Agent Co-Pilot - Drive continuous improvement of FBG's GenAI customer service AI Agent, partnering with Engineering and CX leadership to improve containment rate, resolution rate, retention rate, and user satisfaction. - Guide strategic and operational decisions for our internal AI co-pilot for CS agents, ensuring it evolves in step with agent workflows, business needs, and CX organizational priorities. - Set strategy and standards for the knowledge base powering both the AI Agent and CX co-pilot, prioritizing what gets built and partnering with content and engineering teams on execution as products, policies, and promotions evolve. - Identify performance gaps and improvement opportunities across both platforms using data, agent and customer feedback, and structured performance reviews, then convert findings into prioritized action plans. - Partner with technical teams on prompt strategy, knowledge base architecture, and evaluation frameworks to ensure both tools continue to raise the bar on quality and efficiency. Continuous AI Improvement - Synthesize signals from conversation data, user behavior, agent feedback, and operational metrics to identify opportunities and surface risks. - Automate the testing and performance management of existing AI systems against key metrics (containment, retention, handle time, CSAT, etc.) and drive structured improvement cycles. - Champion a test-and-learn culture, running structured pilots and experiments to validate new AI capabilities before scaling them. - 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. - Translate complex data findings into clear narratives for both technical and non-technical stakeholders. - Build and maintain a point of view on where AI is headed industry-wide, and proactively bring forward new opportunities before they're asked for. Cross-Functional Collaboration & Stakeholder Management - Partner with Engineering, Product, CX, Fraud, Payments, Compliance, and Legal to coordinate delivery across the AI portfolio. - Communicate status, risks, and outcomes clearly to senior leadership, with the ability to tailor messaging to both technical and executive audiences. - Prepare strategic narratives, business cases, and executive-ready materials that connect AI investment to measurable business outcomes. - Drive internal enablement and documentation so that operational and business teams can effectively work alongside AI systems. Required Qualifications: - 2+ years of experience in AI strategy, business operations, management consulting, or a closely related role. - Demonstrated ability to translate business priorities into technical requirements, and technical constraints and capabilities into business-friendly narratives and business cases. - Strong data skills: proficiency in SQL, comfort with analytics tooling, and the ability to run analyses and extract actionable insights from complex datasets. - Hands-on technical understanding of how LLMs work, including prompt engineering, context management, retrieval-augmented generation (RAG), and evaluation strategies, sufficient to credibly partner with engineering teams. - Experience working directly with or overseeing GenAI/LLM-powered products (chatbots, co-pilots, or similar customer- or agent-facing AI tools) in production - Demonstrated ability to drive cross-functional initiatives from strategy through execution across engineering, operations, and business teams.