Analyst, AI Operations

Themis Solutions Inc.; Vancouver, Calgary, Toronto; Hybrid; CAD 89,000 - 121,000; Full time

Job summary

An established industry player is seeking an AI Operations Analyst to enhance customer experiences through innovative AI tools. In this dynamic role, you will manage and optimize AI performance, engage with key stakeholders, and contribute to operational excellence. If you have a passion for technology and a knack for analytical thinking, this opportunity is perfect for you. Join a collaborative team that values diverse perspectives and is committed to transforming the customer support landscape. With a hybrid work environment and a focus on personal growth, you will thrive in a culture that celebrates innovation and teamwork.

Benefits

Top-tier health benefits

Dental insurance

Vision insurance

Flexible time off policy

RRSP matching

RESP contribution

Clioversary recognition program

Qualifications

• Passion for technology and AI with analytical thinking.
• Experience in a technical, customer-facing role is a plus.

Responsibilities

• Manage and optimize AI tools for customer interactions.
• Collaborate with teams to drive AI adoption and improve operations.

Skills

Analytical thinking

Critical thinking

Communication skills

Optimization modeling

GenAI prompt engineering

Ability to translate technical concepts

Education

Data Science

Library Science

Information Systems

Analytics

Conversational design

Tools

SQL

Python

Dashboarding

Data Visualization

Job description

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;
• 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 to diversity, 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 at clio.com/careers.