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!