AI Operations Specialist, Customer Service Platform - USDS

3. Empowering Internal Teams: We build smart, reliable platforms and tools that equip our support teams to deliver professional, efficient, and user-centered service.

We are seeking an AI/NLP Operations Specialist to optimize and enhance our AI-driven customer service platform. You will be responsible for improving model accuracy in feedback recognition and routing, ensuring inquiries are efficiently distributed to the right support teams. This role requires deep business understanding, collaboration with AI/algorithm teams, and data-driven optimization to enhance overall system performance.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities
1. Model Optimization and Strategy:
- Partner closely with algorithm teams to refine NLP models, improving intent recognition accuracy and routing efficiency
- Define optimization strategies based on business needs and model performance metrics
- Design and maintain a business label structure to enhance model training and classification quality

2. Data and Quality Assurance:
- Collaborate with customer service teams to design and implement high-quality data labeling processes
- Conduct regular quality reviews of model outputs, validating results and driving continuous improvement initiatives

3. Data Analysis and Monitoring:
- Build and maintain data monitoring systems to track model performance, detect anomalies, and identify root causes
- Analyze performance trends and use data-driven insights to propose actionable optimizations for both models and operational workflows

4. Cross-team Collaboration and Communication:
- Act as a bridge between business and algorithm teams, ensuring technical solutions are aligned with operational goals
- Communicate complex AI concepts and project updates clearly and effectively to non-technical stakeholders

Qualifications

Minimum Qualifications
- Bachelor's degree with 2+ years of relevant experience in operations (AI/NLP operations, product operations, or data analysis)
- Strong understanding of NLP models (e.g., BERT, GPT) and their practical business applications
- Quick to learn and adapt, with the ability to master complex business processes and AI logic
- Exceptional problem-solving skills, with the ability to independently analyze issues and drive solutions to completion

Preferred Qualifications
- Familiarity with AI tools and platforms for model training, fine-tuning, and evaluation, particularly in the context of customer service applications
- Candidates for this position must be legally authorized to work in the United States. This position is not eligible for visa sponsorship or support.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $110000 - $170000 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.