Conversational AI Agent Analyst
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Job Location:
San Jose, CA - USA
Yearly Salary:
$ 112000 - 153000
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Teamwork makes the stream work.
Roku is changing how the world watches TV
Roku is the #1 TV streaming platform in the U.S. Canada and Mexico and weve set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love enable content publishers to build and monetize large audiences and provide advertisers unique capabilities to engage consumers.
From your first day at Roku youll make a valuable - and valued - contribution. Were a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.
About the Team
Our team drives the end-to-end tools systems and AI-powered experiences that enable world-class support for millions of Roku customers and the advisors who help them. We own the strategy roadmap and delivery of the platforms that power customer support at scaleincluding our CRM contact center technologies agent tools knowledge systems automation capabilities and LLM-based customer service bots.
About the Role
Roku is seeking a Conversational AI Agent Analyst to join our Product Management this role you will focus on generating data-driven insights and guiding the roadmap for our customer-facing LLM-powered Bot products. You will analyze key performance metrics and customer feedback to identify opportunities for improving the bot experience. Your findings will directly influence product enhancements and overall customer satisfaction. If you have a background in business analysis/business automation/quality assurance using AI-driven tools a keen analytical mindset and excellent communication skills wed love to hear from you!
For California Only - The estimated annual salary for this position is between $112000 - $153000 annually. Compensation packages are based on factors unique to each candidate including but not limited to skill set certifications and specific geographical location. This role is eligible for health insurance equity awards life insurance disability benefits parental leave wellness benefits and paid time off.
What Youll Be Doing
- Analyze Bot Performance: Evaluate the performance of existing and new bot features by tracking and interpreting key bot KPIs including Bot CSAT (Customer Satisfaction) scores Bot Containment Rate Bot Accuracy Rate Bot Recontact Rate and more. Identify trends gaps and areas for improvement in these metrics. Transform data and customer interaction logs into actionable insights. Provide a precise analysis of whats driving bot success or failure
- Drive Product Improvements: Work closely with product managers customer service operations and our 3rd party bot vendor to prioritize enhancements and fixes for the bot based on your analyses. Use your findings to shape the product roadmap and ensure development efforts align with user needs and business goals. Partner with engineering design customer support and QA teams to communicate Bot performance results and customer pain points. Advocate for users by sharing data-backed stories that highlight opportunities to refine the conversational AI experience
- Product Quality Ownership: Own creation of test cases and hands-on testing of any new bot releases. Work with cross-functional stakeholders to ensure test cases are executed triaged and driven to resolution. Work with internal stakeholders and our vendors to ensure bugs and enhancement requests are prioritized and completed on time
- Reporting & Monitoring Improvements: Work with internal data science teams and our bot vendor to maintain and update dashboards in Looker as well as on our 3rd party bot system to ensure they are providing necessary insights
- Bot System Administration: Be the single point of contact for bot system administration tasks ensuring system configurations are updated and optimized as needed
Were Excited If You Have
- 3 years of experience in business analysis product analytics data analysis or quality assurance preferably working with customer-facing technology or AI-powered tools
- Bachelors degree in a relevant field (e.g. Business Data Science Computer Science or related discipline) or equivalent practical experience
- Familiarity with conversational AI systems LLMs Bots or virtual assistants and an understanding of customer service metrics. Experience specifically with Bot performance analysis is a plus
- Proven ability to analyze large datasets and derive meaningful insights. Comfortable working with metrics and KPIs to evaluate product performance. Not afraid to roll up your sleeves and manually analyze bot conversations. Proficiency with Excel BI tools or data visualization software to analyze and report on performance trends. Experience writing SQL queries for data analysis is a plus (SQL is nice-to-have but not a strict requirement)
- Excellent written and verbal communication skills. Able to clearly present findings and recommendations to both technical and non-technical stakeholders. Strong storytelling skills with data capable of crafting clear narratives around bot performance and customer experience for various audiences
- Experience working in cross-functional teams and the ability to influence product decisions through data-driven storytelling
- A proactive and curious mindset with strong problem-solving skills. Detail-oriented when diagnosing issues and evaluating the bots accuracy and effectiveness. Enthusiasm for learning about the latest AI tools and techniques and applying that knowledge to improve Rokus conversational AI products continuously
- Ability to thrive in a fast-paced environment and adapt as the product and business needs evolve
- Excellent organization and time management to handle multiple analyses and reporting deadlines
#LI-SSC
Accommodations
Roku welcomes applicants of all backgrounds and provides reasonable accommodations and adjustments in accordance with applicable law. If you require reasonable accommodation at any point in the hiring process please direct your inquiries to .
Our Hybrid Work Approach
Roku fosters an inclusive and collaborative environment where teams work in the office Monday through Thursday. Fridays are flexible for remote work except for employees whose roles are required to be in the office five days a week or employees who are in offices with a five day in office policy.
Benefits
Roku is committed to offering a diverse range of benefits as part of our compensation package to support our employees and their families. Our comprehensive benefits include global access to mental health and financial wellness support and resources. Local benefits include statutory and voluntary benefits which may include healthcare (medical dental and vision) life accident disability commuter and retirement options (401(k)/pension). Our employees can take time off work for vacation and other personal reasons to balance their evolving work and life needs. Its important to note that not every benefit is available in all locations or for every role. For details specific to your location please consult with your recruiter.
The Roku Culture
Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the companys success rather than their own. We try to surround ourselves with people who are great at their jobs who are easy to work with and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. Were independent thinkers with big ideas who act boldly move fast and accomplish extraordinary things through collaboration and short at Roku youll be part of a company thats changing how the world watches TV.
We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers which itself is a two-part idea. We come up with the solution but the solution isnt real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation one that has served us well since 2002.
To learn more about Roku our global footprint and how weve grown visit providing your information you acknowledge that you want Roku to contact you about job roles that you have read Rokus Applicant Privacy Notice and understand that Roku will use your information as described in that notice. If you do not wish to receive any communications from Roku regarding this role or similar roles in the future you may unsubscribe here at any time.
Required Experience:
IC
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
