AI Operations Analyst

ABC Financial Services

1d • Remote

About The Position

The AI Operations Analyst will play a critical role in monitoring, measuring, and improving the performance of AI in customer support. This role ensures that AI solutions are driving meaningful outcomes and providing actionable insights back to leadership.

Requirements

• 3–5 years of experience in customer support analytics, operations, or business intelligence
• Experience with data visualization tools such as Tableau, Power BI, or similar platforms
• Familiarity with AI/ML concepts and how to measure performance and outcomes
• Strong analytical and critical-thinking skills with the ability to translate data into actionable insights
• Experience working cross-functionally with business and technical teams
• High attention to detail with a focus on continuous improvement
• Bachelor’s degree in Business, Analytics, or a related field

Responsibilities

• Track and analyze AI performance across customer support, including metrics such as containment rate, CSAT/NPS impact, and handle time
• Conduct root cause analysis on failed, misrouted, or escalated interactions to identify improvement opportunities
• Translate data insights into clear, actionable recommendations to improve conversational design, workflows, and customer experience
• Support A/B testing and experimentation of AI-driven initiatives to measure effectiveness and inform scaling decisions
• Partner with Support, Operations, and business leaders to ensure AI solutions align with customer needs and operational goals
• Build and maintain dashboards and reporting to provide visibility into AI performance and trends
• Communicate findings to both technical and non-technical stakeholders, helping bridge data insights with business decisions

Benefits

• Open PTO policy
• Days of Disconnect
• Parental & Pawternity Leave
• Quarterly reimbursement for fitness journey
• Medical/Dental/Vision coverage
• EAP (Employee Assistance Program)
• Premium Calm App subscription for employee and up to 4 dependents over the age of 16
• Ongoing training and development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level