AI Strategy Analyst

Fanatics Betting & Gaming•Denver, CO

8d•$82,000 - $100,000

About The Position

Fanatics Betting & Gaming (FBG) is building advanced AI-powered customer experience systems and is investing heavily in generative AI initiatives. This role is crucial for shaping the direction of AI investments and ensuring alignment with key business priorities. The AI Strategy Analyst will operate at the intersection of AI strategy and customer operations, driving the roadmap for the GenAI customer service AI Agent and an internal AI co-pilot for Customer Experience (CX) agents. This role supports the continuous improvement of the broader AI portfolio as new products and markets are launched. It is a strategy and prioritization role, focused on setting direction, defining success metrics, and collaborating with engineering and business partners. The ideal candidate can fluidly discuss technical aspects like model performance and prompt design, as well as business priorities and impact, to drive outcomes.

Requirements

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.
Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels, including senior leadership.
High intellectual curiosity and a genuinely AI-first approach to problem-solving

Nice To Haves

Experience in sports betting, gaming, fintech, payments, or another high-growth, regulated consumer industry.
Familiarity with agent frameworks, tool-calling patterns, and multi-step reasoning in LLM systems.
Experience supporting or partnering on GTM/launch processes for new products or markets.
Comfort working with data platforms such as Snowflake or Databricks.
Experience collaborating with ML or Data Science teams on model evaluation, fine-tuning, or experiment design.
Demonstrated ability to help scale and mature AI systems with a focus on trust, reliability, and safety.

Responsibilities

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.
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.
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.