Senior AI Operations Analyst
About The Position
MCI is a rapidly growing tech-enabled business services company with a significant call center presence and international operations. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer journeys, scalability, and cost-efficiency. MCI is dedicated to supporting professional career growth through continuous learning and development within a globally expanding, industry-leading organization. We are looking for a Senior AI Operations Analyst to oversee AI-powered products, services, and platforms, focusing on operational oversight, performance analysis, and continuous improvement. This role requires a blend of operational expertise, analytical skills, and leadership to ensure AI initiatives deliver sustained business value and operational excellence. The selected candidate will provide strategic insights, support operational governance, and help develop scalable AI operating models. To be considered, candidates must complete a full application on our company careers page, including screening questions and a pre-employment test.
Requirements
- Bachelor's Degree in Business, Operations Management, Information Systems, Technology, Data Analytics, or a related field.
- Minimum 5 years of experience in operations analysis, business operations, technology operations, or related disciplines.
- Strong experience analyzing performance data and operational metrics.
- Experience supporting large-scale operational environments.
- Strong analytical and problem-solving abilities.
- Excellent stakeholder management and communication skills.
- Experience developing reports, dashboards, and business insights.
- Strong organizational and project management capabilities.
- Experience driving process improvement initiatives.
- Ability to influence and engage stakeholders at multiple levels.
- Experience working within governance and control frameworks.
- Ability to operate in fast-paced and evolving environments.
Nice To Haves
- Experience supporting AI, machine learning, or automation programs.
- Experience within technology, SaaS, BPO, or shared services environments.
- Knowledge of Generative AI technologies.
- Familiarity with business intelligence and analytics platforms.
- Experience supporting digital transformation initiatives.
- Knowledge of AI governance frameworks.
- Lean Six Sigma or process improvement certifications.
- Exposure to AI operating model development.
Responsibilities
- Provide oversight and guidance across AI operational activities.
- Monitor and manage AI operational performance.
- Establish operational standards and performance frameworks.
- Support AI service delivery and operational governance.
- Drive operational excellence initiatives.
- Generate meaningful insights that support AI optimization and decision-making.
- Analyze operational performance and business outcomes.
- Develop executive reporting and performance dashboards.
- Identify trends, risks, and improvement opportunities.
- Support strategic planning and forecasting activities.
- Drive continuous improvement across AI-enabled operations.
- Review workflows and operating models.
- Recommend enhancements to operational processes.
- Support automation and efficiency initiatives.
- Contribute to operational transformation programs.
- Build strong relationships across business and technology teams.
- Partner with AI engineers, product teams, and operational leaders.
- Present findings and recommendations to stakeholders.
- Support governance committees and leadership reviews.
- Facilitate cross-functional collaboration.
- Ensure operational activities align with organizational requirements.
- Support governance and control frameworks.
- Monitor compliance with operational standards.
- Assist with risk management and audit activities.
- Maintain operational documentation and reporting.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
