Title: Senior Product Analyst

Location: Austin, TX (Hybrid – Only Local Candidates)

Duration: Long-Term Contract

Interview Type: Video Interview

Job Description

The Senior Product Analyst will evaluate the efficiency and effectiveness of Apple’s customer support tools and AI-driven automation systems. This role involves analytics, product evaluation, and AI assessment to improve customer experience, speed, and operational efficiency.

Key Responsibilities:

Evaluate performance of enterprise tools (Telephony, Chat, Workflow, AI/LLM platforms)
Build dashboards to track KPIs such as AHT, FCR, Automation Rate, CSAT, Adoption, Accuracy
Measure ROI and adoption of new features and releases
Compare human vs. LLM performance and identify improvements
Provide data-driven recommendations for automation and usability enhancement
Present insights and business impact to leadership

Key Metrics & KPIs:

Average Handle Time (AHT)
First Contact Resolution (FCR)
Tool Adoption & Utilization
CSAT / NPS
Automation Rate
Cost & Time to Resolution
LLM Accuracy vs Human Benchmark

Required Skills:

Strong SQL (Snowflake preferred)
Tableau or similar BI tools
Experience with A/B testing, causal inference, benchmarking
CRM / Contact center platform exposure (Salesforce, Genesys, etc.)
Understanding of accuracy metrics & confusion matrix for model evaluation
Strong communication & stakeholder management skills

Preferred Background:

6–10 years in Analytics, Product Ops, or Data-driven roles
Experience in customer service, automation, e-commerce, or LLM systems

Once we receive your confirmation, we will submit your profile for client consideration.

Looking forward to your response.

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