Real-Time Operations Senior Business Analyst (AI)

Location: San Diego, California, United States. Flexibility to cover business hours, including weekends and holidays, is required.

Salary: $129,500–$175,500 base pay per year, with potential cash bonus, equity rewards, and benefits.

Company

hirify.global is a financial technology platform behind products including TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Monitor contact center operations and identify recurring or emerging risks before they affect service performance.
• Analyze routing design, queue performance, supply, demand, staffing, customer behavior, and business trends.
• Recommend and drive routing, tooling, process, and operating-mechanism improvements across teams.
• Use AI to accelerate analysis, identify patterns, improve reporting, and develop automation and decision-support solutions.
• Lead cross-functional initiatives across near-term performance and longer-term planning horizons.
• Communicate risks, tradeoffs, recommendations, and operating changes to senior leaders and partners.

Requirements

• 5+ years of experience in contact center operations.
• Working knowledge of contact center queue management tools such as Amazon Connect, Grafana, or similar systems.
• Experience managing contact center KPIs, including Average Handle Time, Abandon Rate, Average Speed of Answer, and Service Level Agreements.
• Strong analytical skills with experience manipulating and reporting complex data.
• Ability to build new reporting, modeling, and operational frameworks.
• Ability to work independently, navigate ambiguity, collaborate in matrix environments, and cover business hours including weekends and holidays.

Culture & Benefits

• Fast-paced Customer Success organization with cross-functional collaboration.
• Competitive compensation with a performance-based rewards approach.
• Potential eligibility for cash bonus, equity rewards, and employee benefits.
• Work focused on measurable operational improvements and customer experience.