Operation Analyst III

Overview

As an Operations Data Analyst at Fanatics Betting & Gaming, you will play a critical role in optimizing customer-facing operations and reinvestment strategy through data-driven insights. This role sits at the intersection of analytics, customer experience, and operational efficiency—supporting high-impact initiatives across Customer Service, Payments & Fraud, Chatbot, VIP, and Promotional teams. You’ll be responsible for surfacing insights that drive smarter reinvestment decisions, improve support workflows, and enhance the end-to-end customer lifecycle.

You’ll work closely with cross-functional partners to transform operational data into scalable reporting, actionable insights, and business recommendations. The ideal candidate has strong SQL and Tableau skills, a strategic mindset, and the curiosity to dig into customer behavior across different touchpoints and lifecycle stages.

Key Responsibilities

• Build and maintain Tableau dashboards that monitor performance across customer support, fraud, chatbot, and reinvestment operations.
  
   
• Partner with teams across Customer Service, Fraud & Risk, VIP, Promotions, and Data Engineering to align on metrics, define KPIs, and optimize workflows.
  
   
• Analyze customer lifecycle trends and engagement behavior to inform reinvestment, promotional strategies, and service prioritization.
  
   
• Use SQL to extract and analyze large datasets across multiple sources (support, fraud, promotions, CRM, etc.).
  
   
• Support the design and measurement of operational tests (e.g., A/B experiments, changes to promotion targeting or chatbot logic).
  
   
• Identify friction points in the customer journey and recommend improvements using a data-backed, customer-centric approach.
  
   
• Contribute to the scaling of reporting infrastructure, ensuring operational metrics are accurate, timely, and actionable.
  
   
• Provide insight-driven recommendations to leadership and partner teams to inform roadmaps and strategy.
  
   

Qualifications

• 2–4 years of experience in analytics, operations, or business intelligence—preferably in a customer-facing, high-volume industry such as sports betting, gaming, fintech, or ecommerce.
  
   
• Strong SQL skills and experience working with large-scale cloud data warehouses (Snowflake, BigQuery, or Redshift).
  
   
• Proven ability to build clean, intuitive dashboards in Tableau or a similar BI tool.
  
   
• Strong problem-solving skills, with the ability to break down complex questions into data-driven solutions.
  
   
• Experience working cross-functionally with technical and non-technical teams.
  
   
• Deep curiosity about customer behavior, service quality, and operational tradeoffs.
  
   

Preferred Skills

• Familiarity with customer service tools (e.g., Zendesk), chatbot platforms, or fraud detection systems.
  
   
• Experience working with VIP programs, retention/promo teams, or customer segmentation frameworks.
  
   
• Understanding of customer lifecycle models or CRM-driven personalization.
  
   
• Exposure to A/B testing, operational experimentation, and statistical significance.
  
   
• Experience with AI or machine learning applications in operational or customer data settings.
  
   
• Knowledge of dbt, Python, or modern data tooling is a plus.

Salary range is listed in USD; ranges will change based on country and state of residence, which are reflected in Geographical Zones defined by Fanatics Betting and Gaming. *Salary Range: $116,000 to $145,000 (Salary range incorporates all of our Geographical Compensation Zones and is subject to change as the Zone associated with the actual Offer is confirmed). In addition to the base and bonus, full-time employment, and more.  For information about our benefits, please visit https://benefitsatfanatics.com/

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. 

Launched in 2021, Fanatics Betting and Gaming is the online and retail sports betting subsidiary of Fanatics, a global digital sports platform. The Fanatics Sportsbook is available to 95% of the addressable online sports bettor market in the U.S. Fanatics Casino is currently available online in Michigan, New Jersey, Pennsylvania and West Virginia. Fanatics Betting and Gaming operates twenty-two retail sports betting locations, including the only sportsbook inside an NFL stadium at Northwest Stadium. Fanatics Betting and Gaming is headquartered in New York with offices in Denver, Leeds and Dublin.