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.
