Operational Insights Specialist

• About Us:
• DailyPay is the leader in On-Demand Pay, helping employers modernize how people get their pay. DailyPay serves more than 1,900 employers and over 6 million employees, including many of the world's most recognized brands. By providing real-time access to earned pay and financial wellness tools, DailyPay helps employees manage their finances and helps employers attract and retain talent. DailyPay is helping define the future of pay, where money moves at the speed of work. Learn more at DailyPay's Press Center.

***This role will be hybrid in our New York City or Minneapolis Office***

The Role:

The Operational Insights Specialist is responsible for supporting daily contact center analytics and embedding generative AI tools into routine operational and reporting workflows. Applying foundational analytical skills and professional expertise, this role utilizes established AI models and prompt pipelines to process unstructured customer interaction data. You will work within defined frameworks to generate actionable reports on customer sentiment, agent performance, and operational trends for management review. Through routine data validation and prompt execution, you will help improve analytical efficiency and drive continuous service improvements across the department.

How You Will Make an Impact:

AI Workflow Execution: Execute and monitor automated AI prompt pipelines to analyze daily contact center interaction logs, transcripts, and customer sentiment metrics

Data Synthesis & Insights: Transform unstructured contact center data into structured summary metrics highlighting operational bottlenecks, agent performance, and emerging trends

Dashboard Maintenance: Maintain recurring visual dashboards, executive summaries, and performance scorecards using SQL and BI platforms like Tableau or Snowflake

Process Automation Support: Partner with contact center management to identify manual reporting tasks and apply standard AI tools to streamline routine data collection

Prompt Validation & Quality: Audit AI-generated outputs and apply prompt refinement frameworks to ensure high analytical accuracy and minimize model hallucinations

Cross-Functional Coordination: Coordinate with IT and Data Engineering teams to support standard data pipeline maintenance and ensure secure AI integration practices

Team Enablement: Assist in documenting AI analytics workflows and support peer team members in adopting generative AI tools within daily analytical tasks

Operational Reporting: Prepare and present routine trend analyses and respond promptly to ad hoc data requests from leadership to support operational decision-making

What You Bring to The Team:

Relevant Experience: 2-3 years of experience in data analytics, business intelligence, or operational analysis, with active exposure to AI platforms or LLM workflows

AI & Prompting Expertise: Practical experience utilizing top-tier AI models (e.g., Anthropic Claude, Google Gemini, OpenAI) and low-code/API automation tools for data processing

Domain Knowledge: Strong understanding of Contact Center and Customer Experience (CX) metrics, including AHT, CSAT, FCR, QA scores, and speech analytics platforms

Technical Proficiency: Proficiency in SQL and data visualization tools (e.g., Tableau, Snowflake), with familiarity using scripting languages (Python or R) for data manipulation

Analytical Storytelling: Proven ability to synthesize complex datasets into clear, structured narratives and actionable recommendations for departmental stakeholders

Educational Foundation: Bachelor’s degree in Data Analytics, Computer Science, Information Systems, Business Intelligence, or a related quantitative field

What We Offer:

Exceptional health, vision, and dental care

Opportunity for equity ownership

Life and AD&D, short- and long-term disability

Employee Assistance Program

Employee Resource Groups

Fun company outings and events

Unlimited PTO

401K with company match

High-performing cultures aren't built in silos, they thrive on partnership. At DailyPay, we Commit Together to an inclusive, professional environment where multifaceted perspectives are our greatest competitive advantage. We recognize that our team members don’t live “single-issue lives,” and we lean into the wide-ranging backgrounds and life stages that sharpen our collective decision-making.

In our high-trust environment, we empower you to Challenge Norms . We’ve created a space where it is safe to ask difficult questions, disrupt the status quo, and share bold perspectives without fear of professional fallout. We believe that by checking our own assumptions and staying curious about the experiences of others, we arrive at better, more innovative results.

We provide the space for you to do your best work through peer advocacy and transparent career development. If you are looking for a culture that values intellectual honesty, celebrates the unique lived experiences of its people, and thrives on collective success, you’ll find it here.

If you require reasonable accommodation for any aspect of the recruitment process, please send a request to [email protected] . All requests for accommodation will be addressed as confidentially as practicable.

DailyPay is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion or creed, alienage or citizenship status, political affiliation, marital or partnership status, age, national origin, ancestry, physical or mental disability, medical condition, veteran status, gender, gender identity, pregnancy, childbirth (or related medical conditions), sex, sexual orientation, sexual and other reproductive health decisions, genetic disorder, genetic predisposition, carrier status, military status, familial status, or domestic violence victim status and any other basis protected under federal, state, or local laws.