Sr Field Operations and Intelligence Analyst

thyssenkrupp Elevator; Atlanta (GA); On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off and holidays

Tuition reimbursement

Job summary

TK Elevator in Atlanta, GA is seeking a Sr. Operations Intelligence & AI Specialist to advance analytics, automation, and embedded intelligence across Field Service, Branch Operations, Call Centers, Sales Support, and Shared Services.

This role partners with IT, Product, and Process Excellence to design AI-powered decision models, automate workflows, and measure business impact through productivity gains and cost reductions.

Qualifications

• 5–8+ years of progressive experience in operations intelligence, data science, or intelligent automation.
• Experience with large-scale operational datasets and time-series data.
• Strong background in statistical modeling, optimization, and decision science.
• Proficiency with SQL and advanced data manipulation techniques.
• Experience embedding analytics into operational workflows and enterprise systems.
• Cross-functional collaboration with Operations, IT, Product, and Process Excellence.

Responsibilities

• Translate operational knowledge into AI-driven playbooks aligned to the DOC model.
• Develop scalable decision models to automate work assignment, capacity planning, and sequencing.
• Design AI agents that analyze context, recommend actions, and trigger enterprise-system workflows.
• Embed intelligence into enterprise platforms to improve productivity and decision quality.
• Partner with IT, Product and Process Excellence to drive change adoption and measurable impact.

Skills

Operations intelligence

Data science

Advanced analytics

Agentic AI

Automation design

Cross-functional collaboration

SQL

Data manipulation

Education

Bachelor’s degree in Computer Science / Data Engineering / Industrial Engineering / Operations Research

Master’s degree in Data Science / AI / Information Systems / Operations Research (preferred)

Tools

Azure

AWS

GCP

Job description

Who we are

TK Elevator (TKE) is a world-leading innovator in vertical transportation and urban mobility. From engineering and installation to maintenance and digital transformation, we support all mobility systems, elevators, escalators, walkways, stairlifts and boarding bridges on any platform, at any time. With digital platforms like AGILE and the IoT platform MAX, we enable smarter, safer urban movement.With more that 50,000 employees, and 1,000+ global support centers, we are moved by what moves people.

TKE – Move Beyond.

TK Elevator is currently seeking an experienced Sr. Operations Intelligence & AI Specialist in Atlanta, GA.

The Senior Operations Intelligence & AI Specialist is a strategic role within the Business Process Operations team, responsible for advancing operations intelligence, embedded analytics, and agentic automation capabilities across Field Service, Branch Operations, Call Centers, Sales Support, and Shared Services.

This role leverages AI, advanced analytics, and enterprise data platforms to digitize manual processes, eliminate Excel- and paper-driven workflows, and embed intelligence directly into operational systems. The individual will design and implement AI-powered decision and execution solutions that improve productivity, standardization, operational consistency, and decision quality across customer-facing and internal operations.

This position partners closely with Operations, IT, Product, and Process Excellence teams to build scalable, AI-first solutions that automate decision-making, streamline workflows, and improve enterprise operational performance.

ESSENTIAL JOB FUNCTIONS:

Operations Intelligence & Decision Automation

• Translate operational knowledge into AI-driven operational playbooks aligned to TKE’s Digital Operations Center (DOC) model.
• Develop and maintain scalable decision models that support and automate operational decisions, including:
• Work assignment and dispatch
• Workforce capacity and utilization planning
• Skill-to-job matching
• Backlog prioritization and service sequencing
• Apply advanced analytics, statistical modeling, and optimization techniques to enable predictive and prescriptive decision-making.
• Create intelligence layers that provide a unified operational view across workforce, workload, and capacity.

AI & Intelligent Automation

• Design and implement agentic AI solutions that autonomously:
• Analyze operational context
• Recommend decisions and next-best actions
• Trigger or orchestrate actions within enterprise systems
• Design AI agents that:
• Support branch, call center, and shared services teams with operational questions and actions
• Guide users through approved workflows when direct system access is limited
• Proactively surface exceptions, risks, and operational recommendations
• Embed automation and intelligence directly into TKE One and enterprise platforms, avoiding standalone or manual tools.

Data & Operational Insights

• Integrate and analyze data from TKE One, ERP, and other enterprise systems to support enterprise-wide embedded intelligence.
• Identify operational patterns, bottlenecks, constraints, and inefficiencies impacting field service execution and branch performance.
• Establish an AI-first approach to data quality improvement, enabling data cleansing through operational execution rather than manual cleanup cycles.

Process Transformation & Efficiency

• Identify, prioritize, and eliminate manual, Excel-based, paper-driven, and swivel-chair processes across:
• Field Service
• Branch Operations
• Call Centers
• Sales Support
• Shared Services
• Enable self-service operations intelligence to reduce escalations, manual intervention, and dependency on centralized support teams.
• Ensure solutions are scalable, practical, and aligned with operational workflows used by field and branch teams.

Cross-Functional Partnership & Change Adoption

• Partner with IT, Product, Operations, and Process Excellence teams to define and embed intelligence directly into operational workflows and enterprise systems.
• Support change adoption by ensuring solutions and outputs are intuitive, actionable, and easy for end users to interpret.
• Communicate analytical findings, recommendations, and business insights effectively to both technical and non-technical stakeholders.

Business Impact & Performance Measurement

• Quantify and track business impact of automation and intelligence initiatives, including:
• Productivity gains
• Cost reduction
• Service cycle time improvements
• Backlog reduction
• Workforce planning and scheduling efficiency
• Technician productivity and utilization

EDUCATION & EXPERIENCE:

• 5-8+ years of progressive experience in operations intelligence, data science, advanced analytics, or intelligent automation, with a demonstrated focus on embedding analytics and automation directly into operational workflows
• Experience working with:
  • Large‑scale operational, workforce, and transactional datasets
  • Time‑series and event‑driven operational data
  • Advanced statistical modeling, optimization, and decision science
  • SQL and advanced data manipulation techniques
  • Agentic AI and AI‑driven automation patterns that move beyond traditional rule‑based or reporting solutions
• Strong experience in field service, industrial service, or asset‑intensive operating models, with a deep understanding of real‑world execution constraints, workforce dynamics, and operational trade‑offs.
• Familiarity with cloud-based data and AI platforms (Azure, AWS, or GCP)
• Demonstrated success replacing Excel‑, manual‑, or paper‑based processes with durable, automated, and system‑embedded intelligence that delivers measurable productivity, efficiency, or cost improvements.
• Strong ability to translate complex and ambiguous operational problems into:
  • Scalable decision models
  • Automated workflows
  • Embedded intelligence that frontline teams can act on with minimal training
• Proven experience working cross‑functionally with Operations, Branch leadership, Call Centers, Shared Services, IT, and Process Excellence teams, influencing without authority and aligning technical solutions with how the business actually operates.
• Clear communicator who can explain analytical outputs to non-technical stakeholders.
• Strong focus on efficiency, automation, and measurable business value.
• Bachelor’s degree in Computer Science, Data Engineering, Industrial Engineering, Operations Research, or a related quantitative field is required.
• Master’s degree in Data Science, Artificial Intelligence, Information Systems, Operations Research, or a related discipline is strongly preferred.

What makes us special

At TK Elevator, we offer more than just a role, we offer a place to grow, thrive, and make an impact.

Provided they meet all eligibility requirement under the applicable plan documents, employees will be offered

• Medical, dental, and vision coverage
• Flexible spending accounts (FSA)
• Health savings account (HSA)
• Supplemental medical plans
• Company-paid short- and long-term disability insurance
• Company-paid basic life insurance and AD&D
• Optional life and AD&D coverage
• Optional spouse and dependent life insurance
• Identity theft monitoring
• Pet insurance
• Company-paid Employee Assistance Program (EAP)
• Tuition reimbursement
• 401(k) Retirement Savings Plan with company match: Employees can contribute a portion of their pay on a pre-tax or Roth basis. The company provides a dollar-for-dollar match on the first 5% contributed.

Additional benefits include:

• 15 days of vacation per year
• 11 paid holidays each calendar year (10 fixed, 1 floating)
• Paid sick leave, per company policy
• Up to six weeks of paid parental leave (available after successful completion of 90 days of full-time employment)

Eligibility requirements for these benefits will be controlled by applicable plan documents. This is intended to provide a general description of benefits and other compensation and is not a substitute for applicable plan documents or company policies.

TK Elevator is an equal opportunity employer and committed to diversity. Qualified applicants will receive consideration for employment without regard to age, gender, race, color, religion, sexual orientation, gender identity, national origin, disability, and veteran status or any other protected status required by applicable law.

Applicants with disabilities who require reasonable accommodation in connection with the application process are encouraged to email us directly at [e-mail] or call 1-844-427-5461.

Important note:

TK Elevator is committed to a prejudice-free and diverse working environment with equal opportunities. We welcome applications from everyone we continously work towards an inclusive and barrier-free reality. Please do reach out to us and we will work on individual solutions tailored to you.

TKE – Move Beyond