About this role
The Operational Insights Specialist role is ideal for someone who enjoys blending data analysis with the emerging capabilities of generative AI. This position focuses on enhancing the efficiency of contact center analytics by integrating AI tools into routine operational and reporting workflows. The specialist will be responsible for applying foundational analytical skills to process unstructured customer interaction data, transforming raw logs into meaningful insights regarding customer sentiment and agent performance. This role exists to improve analytical efficiency and drive continuous service improvements by leveraging AI models and prompt pipelines.
Key responsibilities involve executing automated AI prompt pipelines to analyze interaction logs and synthesizing complex data into structured metrics for management review. The specialist will maintain performance dashboards using SQL and BI tools while also partnering with management to identify and automate manual reporting tasks. This role is suited for a candidate who can bridge the gap between technical data processing and business strategy, ensuring that AI tools deliver accurate, actionable results.
Individuals who excel at analytical storytelling and possess practical experience with LLM workflows would thrive in this environment. Success in this role requires a combination of technical proficiency in data tools and a genuine curiosity for how generative AI can be applied to operational challenges.
What you will do
- Execute and monitor automated AI prompt pipelines to analyze daily contact center interaction logs and sentiment metrics.
- Transform unstructured contact center data into structured summary metrics highlighting operational bottlenecks and agent performance.
- Maintain recurring visual dashboards and executive summaries using SQL and BI platforms like Tableau or Snowflake.
- Partner with contact center management to streamline routine data collection through the application of standard AI tools.
- Audit AI-generated outputs and apply prompt refinement frameworks to ensure high analytical accuracy and minimize model hallucinations.
- Coordinate with IT and Data Engineering teams to support standard data pipeline maintenance and secure AI integration practices.
- Prepare and present routine trend analyses and respond promptly to ad hoc data requests from leadership.
What you need
- Candidates must have 2 to 3 years of experience in data analytics, business intelligence, or operational analysis.
- Active exposure to AI platforms or LLM workflows is required for this position.
- Practical experience utilizing top-tier AI models such as Anthropic Claude, Google Gemini, or OpenAI is necessary.
- Proficiency in SQL and data visualization tools like Tableau or Snowflake is essential.
- Familiarity using scripting languages such as Python or R for data manipulation is required.
- A strong understanding of Contact Center and Customer Experience (CX) metrics, including AHT, CSAT, FCR, QA scores, and speech analytics platforms is necessary.
- Proven ability to synthesize complex datasets into clear, structured narratives and actionable recommendations for stakeholders.
Nice to have
- Experience with low-code/API automation tools
Benefits
- Exceptional health, vision, and dental care
- Opportunity for equity ownership
- Life and AD&D, short- and long-term disability
- Employee Assistance Program
- Employee Resource Groups
- Fun company outings and events
- Unlimited PTO
- 401K with company match
Skills and tech stack
Questions candidates ask
Is this role remote?
This role will be hybrid in our New York City or Minneapolis office.
What is the typical compensation range?
The salary offered ranges from $86K to $131K, and the role offers equity across multiple ranges.
What AI tools are used in this role?
The role involves utilizing established AI models like Anthropic Claude, Google Gemini, and OpenAI, along with low-code/API automation tools for data processing.
What is the team culture like?
The company fosters a high-trust environment where team members are empowered to challenge norms and share bold perspectives without fear of professional fallout.