Operations AI Analyst (AI)

TL;DR

Operations AI Analyst (AI): Providing operational oversight and quality validation for a member-facing virtual assistant with an accent on performance monitoring and compliance. Focus on executing user acceptance testing, documenting functional requirements, and ensuring the scalability and safety of AI releases.

Location: Remote (USA) with occasional travel to headquarters in Chattanooga, TN

Company

hirify.global is a major healthcare insurance provider focused on improving member experience through AI innovation.

What you will do

• Manage daily operations of AI-enabled member service processes across multiple channels.
• Monitor AI performance and validate interaction outcomes for accuracy, quality, and compliance.
• Analyze escalations and exceptions to identify trends, risks, and improvement opportunities.
• Document business and functional requirements, including workflows, user stories, and acceptance criteria.
• Lead user acceptance (UAT) and regression testing to ensure operational readiness of AI releases.
• Partner with IT, Analytics, and vendor teams to maintain defect logs and drive continuous improvement.

Requirements

• Bachelor's degree or 4 years of professional experience in a corporate environment.
• 3-4 years of experience in service operations, business analysis, or contact center environments.
• Proven ability to translate operational processes into clear, structured documentation.
• Experience supporting testing activities and validating operational readiness.
• Must be based in the USA; sponsorship is not available for this role.
• Proficiency with Microsoft Office tools, including CoPilot.

Culture & Benefits

• Culture that encourages responsible innovation and the use of AI-enabled tools to transform member services.
• Remote-first work arrangement with flexibility and occasional travel.
• Collaborative environment working across cross-functional teams (Quality, IT, Analytics).
• Inclusive workplace with a strong commitment to equal opportunity employment.