About the Role:
As an AI Data Operations Analyst , you will be a pivotal team member in ensuring the highest levels of service for our users. You’ll be involved in the day-to-day operations of the Customer Operations team, managing our AI agent + Human in the loop processes, and working with the product & data team to train our agents in a timely & efficient manner. You’ll also play a critical role in managing AI assisted reviews for our customers on a daily basis and ensure timely resolution of the reviews while also working on automations to improve AI agentic behaviour
Key Responsibilities:
AI Data Operations Analyst
- Execute and manage human + AI review moderation workflows for major brand partners, ensuring high quality, compliance with brand guidelines, and timely turnaround.
- Managing AI assisted reviews for our customers on a daily basis and ensure timely resolution of the reviews
- Validate and refine AI-generated data such as:
- Issue classification
- Output verification for agentic training
- Perform data training, labeling, and validation tasks to support agent model retraining and brand-specific behavior tuning.
- Develop, maintain, and document processes for gathering, managing, and applying brand guidelines into Momo’s AI system.
- Support manual SFTP uploads of reviews and CDP data, pulling from FDP and other internal/external sources.
Data Automation & Advanced Operations
- Build out processes and operate automations and scripts to streamline onboarding workflows, reducing reliance on engineering teams.
- Map out SFTP and other data integration touchpoints, both internally and externally; recommend improvements for seamless data flow into Momo’s ecosystem.
- Support partnerships-related onboarding/offboarding owning the operational processes end to end.
- Provide analytics support for Strategic Ops, Customer Success, and Customer Operations teams. Examples:
- Account health reporting
- Operational insights dashboards
- Data pulls and SQL query support
- Collaborate with engineering and data teams to identify opportunities to optimize data pipelines, automate manual tasks, and improve operational efficiency.
Key Performance Indicators (KPIs):
- Maintain best in class service quality for our agentic review system
- Meet or exceed First Response Time targets.
- Meet or exceed Resolution Times
- Bring down AI assisted reviews error rate to <0.1%
Requirements
- 1 to 2 years of overall experience in data operations/customer support
- Working knowledge of Excel, reporting tools or SQL or a bachelor's degree in data related fields
- Strong operator mindset and a track record of tackling challenging scenarios ensuring the customer operations function works like a clockwork.
- Proactive mindset, eager to learn, and committed to continuous professional development.
- Excellent interpersonal skills, maintaining a positive demeanor and outstanding communication abilities.
- Willing to work in US hours & APAC hours as needed
- Passionate about working with customers and dedicated to exceeding their goals.
Benefits
- Competitive salary and bonus scheme
- Private medical insurance
- Paid time off and flexible working culture
- Opportunities for rapid career advancement
- A dynamic and inclusive company culture
- Access to the latest technology and tools for personal development
- Comprehensive onboarding program for new employees
- Employee recognition programs for outstanding performance
- Participation in industry conferences and events
- A supportive environment that encourages innovation and creativity
Cultural Values
- Mission-driven and fast-paced, entrepreneurial environment
- A collaborative and flat company culture
- Comprehensive private health insurance
- Discretionary trips to our offices across the globe, with global travel medical insurance (when it's safe to travel!)
- Cross-cultural team bonding/networking
- Love Food? Join our Team!
