AI Process Improvement Analyst - Ops (Fintech)

Location: Phoenix, United States; hybrid, with three days per week in the Phoenix office

Company

hirify.global develops financial products focused on responsible consumer credit and improving customers’ financial well-being.

What you will do

• Identify root causes, operational bottlenecks, and customer pain points across core services and contact center channels.
• Use AI prompt engineering and workflow automation to design, test, and execute virtual agent workflows and automated business processes.
• Collect qualitative and quantitative data from backend tools, contact center platforms, and third-party integrations to support cost-benefit analysis.
• Monitor operational systems covering verification, servicing, virtual agents, and customer support.
• Collaborate with operations, product, and customer experience teams to define product scope, user stories, and business requirements for process improvements.
• Manage incidents and escalations involving internal platforms and automated customer-facing systems, communicating with customer-facing teams during issue response.

Requirements

• 2–3 years of experience in business operations, data analytics, product operations, or systems analysis.
• At least one year of experience in financial services, lending, digital banking, or a similarly regulated environment.
• Practical knowledge of AI technologies, prompt engineering, and LLM behavior in customer service or virtual agent contexts.
• Strong SQL skills for in-depth data analysis and the ability to turn operational data into actionable business cases.
• Understanding of engineering concepts for designing, deploying, and managing customer-facing virtual agent workflows.
• Experience with web analytics or conversation analytics tools, such as Heap, FullStory, Adobe, Google Analytics, or contact center analytics platforms.

Nice to have

• Bachelor’s degree in business administration, finance, management information systems, economics, data analytics, or a related field.
• Experience in a high-volume contact center or customer support environment.
• Experience mapping business processes and building automated workflows with RPA, iPaaS, or AI orchestration.
• Experience with third-party APIs, solution integration, and AI middleware.
• Familiarity with Jira, Confluence, or OpsGenie.

Culture & Benefits

• Collaborative and inclusive work environment.
• Competitive salary and stock option plan.
• 100% paid medical, dental, and vision insurance.
• Flexible paid time off and paid parental leave.
• Professional development opportunities and health and wellness initiatives.