Customer Digital Twin Product Analyst

About Copado

Copado is the #1 DevOps Platform for Salesforce and the Cloud. We deliver an AI-enabled devops platform to enhance human’s ability to orchestrate  business application development in the agentic age to drive digital transformation for 1,500+ of the most innovative brands on the planet — from Coca-Cola to T-Mobile to Volkswagen. Our agentic platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments.  We operate in a dynamic and competitive industry and our consistent growth reflects our continued commitment to innovation and customer success. 

As the Customer Digital Twin Product Analyst at Copado, you will report directly to the VP CX Transformation. In this junior-to-mid-level role, you will act as the operational custodian and data steward for two strategic pillars of our Customer Intelligence + Digital Twins and Customer AI Governance + Quality.

You will work in close partnership with the Agentic Operations team (including Customer Experience Data Engineers, Support Operations, and CS Operations) to construct, maintain, and scale our network of digital twins and AI agents. By auditing our automated workflows, checking AI outputs against strict quality guardrails, and ensuring seamless data integration, your work will directly underpin Copado’s key commercial targets.

Manage Digital Twin Schemas: 

• Take day-to-day operational ownership of the data structures and schemas for the Customer Experience Twins. Ensure these twins serve as a highly accurate, unified, and permanent intelligence record of our customers' environments and configurations.

Run Weekly AI Quality Reviews:

• Lead the ground-level execution of the Weekly AI Quality Review alongside Support, CS, Services, and CX leadership. Audit and sample automated triage decisions, flag incorrect severity classifications, log routing mistakes, and identify hallucinated technical recommendations.

Enforce AI Guardrails & Privacy Boundaries: 

• Rigorously monitor customer-facing AI agent outputs against established AI Guardrails. Ensure no AI agent exposes credentials, secrets, or logs across different accounts, and verify that human-approval pathways are strictly followed for high-risk customer communications.

Support the Agentic Operations Pipeline: 

• Assist in configuring, refining, and testing the behavior of specialized AI agents in the customer experience journey, including the Support Intake Agent, Entitlement Agent, SLA Router, Triage Agent, Diagnostic Agent, and Case Twin. Partner with the Support and CS Operations Lead to optimize these models over time.

Track AI and Twin KPIs: 

• Continuously compile and report on core AI performance metrics, such as triage and routing accuracy, the human override rate, AI-assisted case resolution speed, and customer satisfaction on automated cases.

Qualifications & Experience

• 2+ years of experience as a Product Analyst, Data Analyst, Systems Analyst, or Operations Specialist within an enterprise SaaS or cloud-based software environment.
• Proven experience with data mapping, schema management, or system telemetry tracking, with a clear understanding of how system configurations translate into structured data records.
• Exceptional analytical and auditing skills, with a meticulous attention to detail and a track record of monitoring data integrity, software outputs, or system-generated metrics.
• Strong process discipline and operational rigor, with experience tracking weekly metrics, maintaining structured documentation, and managing project milestones.
• Solid collaborative and communication skills, with a proven ability to coordinate tasks cross-functionally across technical teams (including data engineers, support managers, and product operations).
• Familiarity with Customer Success software (e.g. ChurnZero, Gainsight) and how customer health scores, usage signals, and automated plays are structured.

• Direct experience with AI governance, prompt auditing, or LLM output evaluation (detecting hallucination risks, reviewing classification accuracy, and checking compliance against privacy boundaries).
• Familiarity with the Salesforce ecosystem, including knowledge of core standard/custom objects, environment mapping, or metadata structures.
• Understanding of modern DevOps workflows, Git command basics, and software release pipelines.
• Experience working with ticketing databases (such as Jira or Salesforce Service Cloud) and API-driven data integration pipelines.
• A strong curiosity and enthusiasm for generative AI capabilities, automated workflow systems (such as Agentia Studio), and digital twin technology.

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) Plan
• Paid Time Off
• Wellness Perks

Copado is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.