Senior Manager, Knowledge Management

About the Team

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.

Overview 

Fanatics Betting & Gaming is continuing to build and evolve AI-powered customer experiences through our GenAI customer service chatbot (FBGA) and our internal co-pilot for customer service agents, ARENA. The quality of those experiences depends on the knowledge behind them. As Senior Manager, Knowledge Management, you will lead the team that owns that knowledge base, turning what we learn from customer cases into the best user experience possible, whether for our end customers or internal stakeholders.

You will work with automated tooling developed by our Engineers to build and refine knowledge articles (KAs), drawing on input from stakeholders, operational data from our customer contacts, and signals from our evaluation and quality data. You’ll be Operations’ primary partner to Product and Engineering on knowledge, content, and the systems that deliver it. 

This role suits an exceptionally organized leader who can run a disciplined content lifecycle, translate case data into prioritized action, and operate comfortably from strategy through execution.This role suits an exceptionally organized leader who can run a disciplined content lifecycle, translate case data into prioritized action, and operate comfortably from strategy through execution.

Responsibilities

Knowledge base ownership

• 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

Insights and trend analysis

• Drive analysis of trends across case types and subtypes, focusing on containment, escalation, repeat contact, and delivering a quality user experience.
• Turn trends and quality findings into a prioritized backlog of content, process, and product improvements, and see them through to impact
• Deliver regular readouts to Operations leadership and partner teams that connect knowledge changes to measurable outcomes

Cross-functional partnership

• Serve as the Operations lead partner to Product and Engineering on knowledge systems, tooling, and the requirements that shape how knowledge reaches FBGA and ARENA.
• Partner with our Quality team to act on evaluation findings, and with our Go-To-Market team so launch content is ready before go-live
• Surface customer and operational insights to Product, Marketing, Compliance, and other frontline teams

Team leadership

• Lead, hire, and develop the Knowledge team, setting clear priorities and raising the bar on rigor and ownership
• Build the operating rhythm for the team, including planning, intake, prioritization, and reporting, so work is visible, organized, and predictable
• Ensure the team follows all internal and external guidelines and regulations.

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.

Preferred Qualifications

• Experience with AI-assisted support, chatbots, or retrieval-based knowledge systems, and how content quality affects their performance.
• Experience in online sportsbook, casino, or poker, or another regulated, fast-moving environment.
• Familiarity with proprietary online gaming tools, systems, and reports (Fraud, Payments, Gaming, Sportsbook).
• Experience with knowledge management platforms and content analytics.
• Hands-on SQL or data analysis skills.
• Deep empathy for the customer and curiosity about technology as a customer experience enabler.
• Master’s degree

Depending on the role, your interview and onboarding experience may include in-person components, such as onsite interviews or Launching into Better: LIVE—a multi-day cultural immersion in New York City for full-time, non-seasonal hires. These sessions are designed to build connection and bring our culture to life, though specific travel and participation requirements will be confirmed based on your role and location. Your recruiter will provide clear guidance at each stage of the process.

For information about our benefits, please visit https://benefitsatfanatics.com/