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Copado is the #1 DevOps Platform for Salesforce and the Cloud, serving 1,500+ enterprise customers including Coca-Cola, T-Mobile, and Volkswagen. The company delivers an AI-enabled DevOps platform that unites non-technical admins and pro-code developers to orchestrate business application development and drive digital transformation across multi-cloud environments.
As Customer Digital Twin Product Analyst, you will report directly to the VP CX Transformation and serve as the operational custodian and data steward for two strategic pillars: Customer Intelligence + Digital Twins and Customer AI Governance + Quality. This is a junior-to-mid-level role focused on building and maintaining the operational infrastructure that powers Copado's customer-facing AI agents and digital twins.
Key responsibilities include:
**Manage Digital Twin Schemas:** Take day-to-day operational ownership of data structures and schemas for Customer Experience Twins. Ensure these twins serve as a highly accurate, unified, and permanent intelligence record of customers' environments and configurations.
**Run Weekly AI Quality Reviews:** Lead ground-level execution of Weekly AI Quality Reviews alongside Support, CS, Services, and CX leadership. Audit and sample automated triage decisions, flag incorrect severity classifications, log routing mistakes, and identify hallucinated technical recommendations.
**Enforce AI Guardrails & Privacy Boundaries:** Rigorously monitor customer-facing AI outputs to ensure compliance with privacy policies, data residency requirements, and quality standards. Implement and maintain guardrails that prevent sensitive data leakage and ensure AI recommendations meet strict accuracy thresholds.
**Partner with Agentic Operations:** Work closely with Customer Experience Data Engineers, Support Operations, and CS Operations to construct, maintain, and scale the network of digital twins and AI agents. Your work directly underpins Copado's key commercial targets and customer success metrics.
You will combine data stewardship, quality assurance, and operational excellence to ensure that Copado's AI-driven customer experience platform operates reliably and safely at scale.
