Senior Operations Analyst - Digital Product Operations with AI Focus

Team Overview

The CAS (Customer Agent Solutions) Digital Service Operations team spearheads end-to-end management of digital service channels, collaborating with cross-functional teams to align strategic objectives with daily execution. Their responsibilities include performance monitoring, defect resolution, optimization testing, and infrastructure upkeep to meet targeted operational KPIs.

Role Summary

This position bridges digital operations, customer experience, and AI-driven transformation. It entails promoting intelligent automation, predictive analytics, and GenAI integration within digital service channels to elevate customer experiences, agent productivity, and operational efficiency.

Key Responsibilities

• Manage comprehensive digital service operations across customer and agent journeys while coordinating with Product, Technology, and Architecture teams for seamless feature deployments and fixes.
• Establish and oversee KPIs like experience scores, CSAT, first contact resolution, and system uptime to evaluate channel performance.
• Implement real-time tracking of customer and agent experiences, identify pain points, and lead data-driven UX enhancement projects.
• Coordinate critical defect management and quickly resolve high-priority escalations with relevant stakeholders.
• Develop and maintain live dashboards using tools such as Qualtrics, Mixpanel, and Fullstory to analyze trends and support leadership decisions.
• Utilize customer and partner research to enhance analytics, uncover market patterns, and propose customer journey improvements.
• Collaborate with data science and engineering teams to integrate AI insights for proactive issue detection and resolution.
• Deploy AI predictive models for demand forecasting, pattern recognition, and operational planning.
• Evaluate and implement AI copilots, GenAI assistants, and automation tools to streamline agent workflows and empower customer self-service.
• Champion responsible AI adoption, ensuring governance, transparency, bias monitoring, explainability, and data privacy.
• Lead GenAI experiments focused on personalized content, conversational interfaces, and end-to-end journey optimization.
• Support AI-driven journey analytics incorporating NLP, clustering, sentiment analysis, and behavioral modeling to deepen customer insights.
• Identify AI, machine learning, and automation opportunities to optimize digital operations and agent support.
• Collaborate with product owners to develop AI-powered business cases with ROI considerations for predictive features and routing automation.
• Manage AI-enabled real-time anomaly detection dashboards and monitor experience fluctuations.
• Partner with CX and engineering teams to run AI-driven A/B tests assessing customer impact.
• Transform customer and agent feedback through AI analytics into actionable enhancement plans.
• Leverage GenAI for operational efficiencies such as automated summaries, triaging, root cause analysis drafts, and workflow documentation.

Experience and Educational Background

• Over 4 years total experience, including 2 years in customer insights, user research, or consulting translating data into business influence.
• Minimum 2 years combined experience in analytics, performance reporting, or process optimization.
• Proven project and process management capabilities, preferably with Agile methodologies.
• Bachelor's degree preferred in Technology, Mathematics, Statistics, Business, or related disciplines.
• Master's degree advantageous in Management, Analytics, or Artificial Intelligence.
• Hands-on experience with AI/ML platforms or analytics such as NLP and predictive modeling.
• Background or education in AI, data science, or human-centered AI highly regarded.
• Fluency in communicating complex AI concepts to non-technical stakeholders.
• Availability to work in the Pacific Standard Time zone.

Critical Additional Skills

• Knowledge of GenAI tools, conversational AI platforms, and AI-enhanced productivity applications.
• Skill interpreting model outputs including anomaly detection, clustering, and prediction scores.
• Strong familiarity with AI ethics, governance, and responsible AI practices.
• Comfortable operating in AI-influenced automation environments impacting prioritization and operations.
• Technical competency in analytic tools such as Tableau, Microsoft Excel, and Microsoft 365 Suite.
• Excellent verbal communication, listening, and business acumen with cross-functional team collaboration experience.
• Ability to juggle multiple projects with tight deadlines across teams.

Technical and Software Proficiencies

• Experience with AI/ML cloud platforms such as Azure ML, AWS SageMaker, or Google Vertex AI.
• Exposure to GenAI copilots, prompt engineering, and large language model-based analytical systems.
• Ability to analyze insights from NLP, AI-driven text analytics, and conversational AI technologies.
• Proficient in user feedback and data analytics tools including Qualtrics, Fullstory, and Mixpanel.
• Practical use of A/B testing tools for feature validation.
• Experience with Agile project management tools like Jira and Rally.
• Understanding of contact center operations and content management systems.
• Intermediate to advanced Microsoft Excel and Power BI skills.

Mandatory Competencies

• Defect management expertise encompassing triage, classification, and resolution monitoring.
• Root cause analysis skills.
• Strong data analysis capabilities.
• Effective communication with stakeholders.

Compensation and Benefits

• Competitive salary paired with performance-linked bonuses.
• Extensive benefits including health insurance, pension plans, and paid leave.
• Opportunities for professional development and career advancement.
• Flexible working arrangements including remote work options.
• Inclusive work environment within a renowned global enterprise.

About the Employer

The organization is a global leader in technology-driven business transformation, with over 340,000 employees worldwide. With a 55-year history and a €22.5 billion revenue in 2023, it delivers comprehensive business solutions leveraging cloud, data, AI, digital engineering, and software platforms for diverse industry needs.