[Hiring] AI Operations Analyst @ABC Financial Services

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

Please note that the salary information shown below is a general guideline only and based on employees in Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $97,000 - $108,000 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.

Benefits

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset.
• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam.
• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement.
• Medical/Dental/Vision coverage.
• EAP – we get you help when you need it. Period.
• Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16.
• And more! – so many benefits we couldn’t even fit them all here!