Senior Analyst, AI Workflows & Automation

As an AI Workflow Specialist on the Trust & Safety Operations team, you will be the bridge between product, operations, and other relevant teams. You will be required to create workflows, using AI to design, prototype, and scale high‑impact automations. You will translate operational pain points into well‑designed AI workflows, partner closely with product and engineering, and build the evaluation frameworks that ensure these automations are safe, reliable, and measurable.

You Will:

• Partner with the Subject matter experts across the Support Ops and Shared service teams to understand the current gap and brainstorm on the desired solution. 
• Map and document existing workflows to identify high‑leverage automation opportunities and clearly define “current vs. future state.”
• Design AI‑augmented workflows that combine LLM agents, existing rules engines, and human review to improve speed, quality, and consistency 
• Prototype and iterate AI solutions using internal and external (accepted) tooling (e.g., Claude and other LLMs, internal agentic/AI workflow platforms, and Builder AI code intelligence) to turn workflow designs into working agents or automations.
• Define success metrics and evaluation plans (e.g., automation rate, handle time reduction, error/rollback rate, reviewer satisfaction) and build or integrate with eval pipelines to measure agent performance over time.
• Partner with product, engineering, and operations to prioritize use cases, scope requirements, and align AI workflows with product roadmaps and control/compliance expectations.
• Operationalize launches: contribute to playbooks, runbooks, and training so that operations teams can use AI agents confidently and understand when and how to intervene or escalate.
• Continuously improve workflows by monitoring performance, surfacing insights, and iterating on prompts, policies, routing, and UX to keep systems robust as volumes, abuse patterns, and regulations evolve.
• Champion safe and secure AI usage, partnering with security and compliance stakeholders to ensure AI workflows respect data handling, access controls, and regulatory constraints, especially as AI workloads increase.

You Have:

• 5+ years of experience in technical operations, data science/analytics, or product/engineering roles, with at least 2+ years working directly with workflow automation, rules engines, or tooling for operations teams.
• Demonstrated experience designing, implementing, or maintaining complex business workflows 
• Strong technical fluency: comfortable reading and writing simple scripts or code (Python or similar), working with APIs, and collaborating closely with engineers to ship workflow changes and integrations.
• Hands‑on experience with LLM‑based tools (e.g., Claude) or other AI platforms, including prompt design, evaluation, and iteration to improve quality and reliability.
• Strong analytical skills, with experience defining metrics, building dashboards or analyses, and using data to make prioritization and design decisions.
• Excellent cross‑functional communication skills; able to translate between operations, product, engineering, and finance, and to write clear specs, runbooks, and status updates.

Good To Have: 

• Experience in Trust & Safety, compliance, or risk‑sensitive workflows (e.g., safety queues, fraud, government or law enforcement requests, regulatory reporting).
• Prior work evaluating AI agents or automation quality (e.g., building eval suites, gold‑label sets, or reviewer workflows to monitor agent decisions).