About Us

Associate Enablement Analyst, ARENA Groundings

Overview

Fanatics Betting & Gaming (FBG) is building some of the most advanced AI-powered customer experience systems in the betting and gaming industry. ARENA is our internal AI co-pilot for Customer Experience (CX) agents — the tool an agent turns to mid-conversation to find the right process, the right tool, and the right next step.

ARENA is only as good as the knowledge behind it. Every answer it gives comes from a grounding: an internal article describing how a process actually works at FBG. When that content is current and precise, agents resolve issues faster and more consistently. When it is stale or ambiguous, agents act on the wrong process, and no amount of model or platform work corrects it.

We are looking for an Associate Enablement Analyst to own that body of knowledge. You will write and maintain the groundings ARENA runs on, work an intake queue driven by promotions, policy changes, product releases and new market launches, and partner with subject matter experts across the business to get to the definitive answer before anything reaches production.

This is a content ownership and cross-functional partnership role, not a strategy or platform-configuration role. A meaningful share of the work is production: writing and updating articles to an established house style and quality rubric. What makes it more than production is the partnership half — finding the one person who knows how a process really works, getting a clear answer on a deadline, and securing sign-off. The best person for this role already knows how FBG operates and what an agent's day actually feels like.

Responsibilities

ARENA Grounding Content

• Write, rewrite and maintain internal groundings covering process, tooling and escalation guidance, built so an agent can act on them in under twenty seconds mid-conversation.
• Convert runbooks, policy updates, escalation matrices and product documentation into bot-ready articles that meet FBG's AI knowledge standards and quality rubric.
• Own the grounding intake queue, sequencing work driven by the promotions calendar, policy changes, tool releases and new state or province launches.
• Ensure new content is in place ahead of launches and promotional activity rather than after agents begin receiving contacts.

Cross-Functional SME Partnership

• Partner with subject matter experts across CX, Payments, Fraud, Responsible Gaming, Compliance, Legal, Product and Engineering to establish the definitive answer on processes that are often undocumented or only partially documented.
• Secure SME review and sign-off before any grounding syncs to production, and maintain the review trail.
• Build durable working relationships with partner teams so answers can be obtained quickly and repeatedly without escalation.
• Represent the agent's perspective in those conversations, translating what a partner team knows into what an agent needs at the moment of contact.

Library Health & Continuous Improvement

• Audit the live grounding library, identify content that has gone stale or inaccurate, and drive it back to current.
• Establish and maintain review cadences so every live grounding has a known owner and refresh date.
• Maintain clean separation between US and Canada content, including regulators, helplines, terminology, URLs and currency.
• Use agent feedback, conversation data and quality scoring to identify where ARENA is failing agents, and prioritize content work accordingly.
• Identify when a poor ARENA answer stems from a missing tool, missing data or a broken process rather than a content gap, and escalate it to the right owner.

Required Qualifications

• 2+ years of experience in a contact center, customer support or support operations role, ideally within FBG or a comparable regulated consumer business.
• Direct working knowledge of agent workflows and tooling, with a clear understanding of what agents need mid-conversation and where existing process documentation falls short.
• Exceptional written clarity. This role demands unambiguous writing over persuasive writing; the primary failure mode is a small inaccurate detail stated with confidence.
• Demonstrated ability to obtain definitive answers from busy stakeholders on deadline, with the persistence to follow through and the judgment to preserve the relationship.
• Comfort producing to an established style guide, quality rubric and review process, and improving that standard over time.
• Strong attention to detail and a default preference for verifying a fact over assuming it.
• Strong organizational skills, with the ability to manage a continuous intake queue against shifting priorities.

Preferred Experience

• Experience in knowledge management, technical writing, instructional design or training content development.
• Familiarity with Canadian market requirements, particularly Ontario, and the differences that apply across provinces.
• Working understanding of how AI assistants retrieve and use content, including retrieval-augmented generation (RAG) and grounding concepts.
• Experience with Confluence, Jira or comparable documentation and ticketing tools.
• Experience in sports betting, gaming, fintech, payments or another high-growth, regulated consumer industry.
• Experience supporting new product or new market launches.

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/

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