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DailyPay is the leader in On-Demand Pay, serving over 1,900 employers and 6 million employees. The Operational Insights Specialist supports daily contact center analytics and embeds generative AI tools into operational and reporting workflows.
In this role, you will execute and monitor automated AI prompt pipelines to analyze contact center interaction logs, transcripts, and customer sentiment metrics. You'll transform unstructured data into structured summary metrics highlighting operational bottlenecks, agent performance, and emerging trends. Key responsibilities include maintaining recurring visual dashboards and executive summaries using SQL and BI platforms like Tableau or Snowflake; partnering with contact center management to identify manual reporting tasks and apply AI tools to streamline data collection; auditing AI-generated outputs and refining prompts to ensure analytical accuracy; coordinating with IT and Data Engineering teams on data pipeline maintenance and secure AI integration; documenting AI analytics workflows to enable peer adoption; and preparing routine trend analyses and ad hoc reports for leadership.
The role is hybrid, based in either the New York City or Minneapolis office. DailyPay emphasizes a high-trust, inclusive culture that values intellectual honesty, diverse perspectives, and collective success. The company offers comprehensive benefits including health/vision/dental care, equity ownership opportunities, life and disability insurance, an Employee Assistance Program, unlimited PTO, and 401(k) with company match.
REQUIREMENTS:
- 2-3 years of experience in data analytics, business intelligence, or operational analysis with active exposure to AI platforms or LLM workflows
- Practical experience utilizing top-tier AI models (Anthropic Claude, Google Gemini, OpenAI) and low-code/API automation tools for data processing
- Strong understanding of Contact Center and Customer Experience (CX) metrics, including AHT, CSAT, FCR, QA scores, and speech analytics platforms
- Proficiency in SQL and data visualization tools (Tableau, Snowflake), with familiarity using scripting languages (Python or R) for data manipulation
- Proven ability to synthesize complex datasets into clear, structured narratives and actionable recommendations for departmental stakeholders
- Bachelor's degree in Data Analytics, Computer Science, Information Systems, Business Intelligence, or a related quantitative field
