Senior Analyst, Operations Automation

The role

This person will analyze customer experience within AI agent conversations to identify and resolve issues. They will find root causes for customer stall points and build business cases for fixes to present to Product partners.

What you will do

• Maintain and report key metrics for the customer-facing AI agent
• Build and maintain BI views and dashboards for AI performance
• Write data requirements including event definitions and tagging
• Run deep dives at the case type and subtype level to find stall points
• Quantify stall points to rank them by frequency and cost
• Compare how live agents resolve contacts to how the AI agent handles them
• Identify gaps between AI and human agent capabilities
• Route root causes to the correct owners such as grounding, prompt design, or policy
• Turn conversation data into evidence-backed narratives and business cases
• Partner with Data, Product, Quality, and CX teams

Required qualifications

• 2+ years in business analytics, data analysis, business operations, customer experience analytics, or a closely related role
• Strong SQL
• Experience owning recurring reporting and analysis behind a metric
• Experience building BI views and dashboards (Tableau, Looker, Power BI, Sigma, or similar)
• Ability to identify specific root causes and quantify their value
• Comfort working directly in unstructured conversation data
• Experience writing up findings and recommendations for partners
• Conceptual understanding of how LLM-powered systems behave
• Clear written and verbal communication

Nice to have

• Experience analyzing conversational data from chatbots, voice systems, or agent-assist tools in production
• Comfort with Snowflake, Databricks, or a comparable cloud data platform, and with dbt or similar transformation tooling
• Python or R for analysis beyond what SQL handles cleanly
• Background in customer experience, contact center, or support operations analytics
• Hands-on experience writing or editing knowledge content, groundings, or prompts for an AI system
• Experience in sports betting, gaming, fintech, payments, or another high-growth, regulated consumer industry
• Experience partnering with ML or Data Science teams on evaluation frameworks, A/B testing, or experiment design
• Familiarity with knowledge base architecture

Benefits

• Base salary
• Bonus

Before you apply

• Interview and onboarding may include in-person components such as onsite interviews or a multi-day cultural immersion in New York City

About the company

Fanatics is building a leading global digital sports platform. Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics.