AI Data Operations Analyst

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%

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. 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!