Senior Operations AI Analyst

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Take charge of operational oversight, ensuring adherence to quality standards and managing escalations for AI-driven member service processes.

• Lead the triage of complex issues, conduct root cause analyses, and develop corrective action plans.

• Establish and uphold operational validation standards, sampling methodologies, and quality metrics.

• Spearhead the definition of requirements, prioritization, and validation for enhancements and software releases.

• Facilitate user acceptance testing, operational readiness assessments, and post-release evaluations.

• Define, track, and communicate key performance indicators and operational insights to leadership.

• Act as the main operational liaison among Operations, Quality, IT, Analytics, and vendor partners.

• Mentor analysts while establishing consistent standards, documentation practices, and best practices.

• Transform AI strategy into reliable and compliant performance for member-facing virtual assistants.

• Turn performance insights into prioritized actions across teams to enhance the virtual assistant while ensuring reliability and compliance.

⛳️ Requirements

• A Bachelor’s degree or equivalent professional experience is required.

• Equivalent experience is characterized as four years of professional work within a corporate setting.

• 4 to 5 years of experience in service operations, operations analysis, contact center operations, quality assurance, or business analysis.

• Proven track record of successfully leading complex operational issue resolution and cross-functional projects.

• Extensive experience in documenting operational requirements and validating solutions through testing processes.

• Strong capability to present operational findings and recommendations to leadership audiences.

• Excellent analytical and problem-solving skills.

• Experience with reporting or analytics tools such as Tableau, Access, Cognos, or data warehouse solutions is a plus.

• Proficient in defining operational standards and driving continuous improvement initiatives.

• Strong operational judgment with the ability to influence outcomes without direct authority.

• Advanced proficiency in Microsoft Office applications, including CoPilot.

• Capability to mentor peers and enhance operational capacity within the team.

• Sponsorship is not available for this position.

🏝️ Benefits

• Opportunity for remote work.

• Occasional travel to the BCBST headquarters may be required.

• Access to AI-enabled tools, proven workflows, templates, and policies to facilitate daily operations.