Job Description
Job Description
Title: Sr. Product/Data Analyst w/Retail (or) eCommerce Domain Exp
Location: Austin, TX (Hybrid) / 100% Remote
Duration: 12 Months +
Type: Contract - W2
Role Summary:
- The Senior Product Analyst is responsible for measuring and analyzing how effectively customer service tools and AI-driven automation features support both agents and customers. This role combines analytical rigor with a product mindset. The scope includes evaluating the productivity impact of existing systems, quantifying the value of new features, and identifying opportunities to enhance speed, quality, and automation through data-driven insights.
- You will work cross-functionally with Product, BPR and technical teams (AI/LLM & dev teams) to translate raw data into clear business recommendations that improve customer experiences and reduce handling effort across human and automated interactions.
- Partner with Product Managers to scope solutions, refine backlogs, and align dependencies across Contact Center and digital platforms.
Key Responsibilities:
- Measure the efficiency and effectiveness of customer and internal facing enterprise tools (Chat, telephony, workflow and AI/LLM systems).
- Develop and maintain dashboards and performance models tracking key metrics targeted for improvement such as handle time, automation rate, accuracy, and customer satisfaction.
- Evaluate the ROI and adoption of new features, quantifying value through productivity improvements, cost savings, or customer impact.
- Influence the product roadmap through data driven insights
- Partner with engineering and AI teams to analyze LLM bot interactions , comparing outcomes against human agent performance (speed, resolution quality, escalation rates).
- Identify bottlenecks and propose data-backed recommendations to improve tool usability, automation coverage, and integration efficiency.
- Translate insights into clear narratives and presentations for leadership, highlighting business impact and next-step recommendations
Key Analytics:
- Average Handle Time (AHT) and First Contact Resolution (FCR)
- Automation Rate (% of tasks resolved without human intervention)
- Tool Adoption Rate and Feature Utilization
- Customer Satisfaction (CSAT/NPS)
- Cost per Resolution and Time to Resolution
- LLM Accuracy / Confidence vs. Human Benchmark
- Create new metrics as required
Required Skills & Qualifications:
- Analytical Expertise: Excellent SQL skills (Snowflake preferred) and experience in data visualization tools (Tableau preferred)
- Experimentation & Measurement: Knowledge of A/B testing, causal inference, and performance benchmarking.
- Product & Process Understanding: Familiarity with contact-center workflows, CRM/ticketing tools (Salesforce, Genesys, etc.), and LLM-driven automation systems.
- Statistical & ML Awareness: Understanding of accuracy metrics, confusion matrices, and model performance trade-offs when comparing human vs. AI output.
- Business Acumen: Ability to translate complex data into clear business stories that drive action.
- Collaboration & Communication: Strong cross-functional skills ; able to partner with engineers, data scientists, and operations teams effectively.
- Preferred Tools: SQL, Python (for data analysis), Tableau (visualization)
Preferred Background:
- 6-10 years of experience in analytics, product operations, or data-driven process improvement.
- Experience working in e-commerce, customer service, automation, or LLM-based platforms .
- Exposure to contact center analytics, AI evaluation, or operational excellence functions.
Interested candidates please email your latest updated resume to sarath@mindsource.com
Job Tags
Contract work, Remote work,