Analyst, AI Operations

LegalTech Hub, Inc.; Vancouver, Calgary, Toronto; Hybrid; CAD 89,000 - 121,000; Full time

Job summary

An innovative firm is seeking an AI Operations Analyst to enhance customer experiences through technology. This role involves managing AI tools, collaborating with cross-functional teams, and refining processes to optimize customer interactions. You will be at the forefront of AI adoption, ensuring that the organization leverages technology effectively. With a commitment to diversity and inclusion, this company fosters a supportive environment where your contributions can make a significant impact. If you are passionate about technology and eager to improve customer experiences, this opportunity is perfect for you.

Benefits

Top-tier health benefits

Dental and vision insurance

Flexible time off policy

$2000 annual counseling benefit

RRSP matching

RESP contribution

Clioversary recognition program

Qualifications

• Education in STEM-related fields is essential.
• Experience in a technical, customer-facing role is preferred.
• Ability to translate complex concepts for non-technical audiences.

Responsibilities

• Manage and optimize AI tools for customer interactions.
• Collaborate with various teams to enhance AI adoption.
• Analyze customer interaction trends to improve operations.

Skills

Analytical Thinking

Communication Skills

Content Management

Optimization Modeling

GenAI Prompt Engineering

Education

Data Science

Library Science

Information Systems

Analytics

Conversational Design

Tools

SQL

Python

Data Visualization

Job description

Cliois more than just a tech company–we are a global leader that is transforming the legal experience for all bybettering the lives of legal professionalswhileincreasing access to justice.

Summary:

What your team does:

The Analyst, AI Operations sits within our Customer Support organization.Customer Support and its Workforce Management & Analytics team play a significant role in the overall success of the Customer Success organization, ensuring that our people, tools, and processes are aligned to meet the needs of our customers.The team is driving the business's adoption of AI and this role is directly responsible for operationalizing AI to deliver an exceptional customer experience.

You will manage and refine the performance of our AI tools in real time, and work cross functionally to engage key stakeholders to drive AI adoption across the organization.

This role is ideal for you if you have a passion for technology, are excited about AI, enjoy thinking analytically, and want to improve experiences for customers.Moreover, given the highly collaborative nature of this role—sitting at the intersection of the business, our customers, and our technology—you should be as excited about building relationships as you are about taking action based on your analytical insights.

What you’ll work on:

• Managing and optimizing customer-facing AI tools;
• Refining our tools to enhance accuracy and efficiency in customer interactions;
• Developing and maintaining documentation for AI-related processes and procedures;
• Collaborating with teammates in Customer Ed., Support, Tech Escalations, Product, and Operations;
• Identifying trends in customer interactions across channels to inform resourcing decisions;
• Contributing to performance reporting and analysis to improve operations and inform key stakeholders.

What you may have:

• Education: Data Science, Library Science, Info Systems, Analytics, Conversational design, or other STEM-related fields;
• Experimentation with GenAI prompt engineering;
• University research experience or experience in a technical, customer-facing role;
• Analytical & critical thinking skills, communications, content management, optimization modeling;
• Ability to translate complex technical concepts for non-technical audiences;
• A bias for action and a strong desire to win as a team.

Serious bonus points if you have:

• Experience in a Pre-IPO Tech/SaaS organization, or other fast-paced operating environment
• Experience building or fine-tuning AI models or workflows
• Knowledge of scrum, SQL, Python, Dashboarding, and/or Data Visualization
• An interest in increasing access to justice and transforming the legal industry for all

What you will find here:

Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The full salary range* for this role is $89,200 to $104,900 to $120,600 CAD.Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee's location.

*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated todiversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture atclio.com/careers

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