Product Ops Analyst

Headquarters: Canada - Remote About the jobThe CS Product Operations Analyst plays a pivotal role in managing the operational, technical, and analytical backbone of Hopper’s HTS Assist, our agentic AI voice and chat assistant for travel. This role ensures the HTS Assist delivers seamless automated service experiences across partners.As a Product Operations Analyst, you’ll own the full operational lifecycle of Assist, from configuration and prompt tuning to workflow orchestration, data governance, and partner enablement. Working cross-functionally with Product, Engineering, Partner Success and Implementation teams, you will ensure integrations run smoothly across telephony, CRM, and conversational AI systems, while providing data-driven insights and testing support to continuously improve bot performance and reliability.This role bridges product operations, AI system integration, and B2B SaaS delivery excellence, helping Hopper scale the next generation of autonomous service technology for the travel industry Key Responsibilities Assist Platform OperationsConfigure and maintain HTS Assist deployments across partner environments, including conversational flows, LLM prompt management, and system orchestration.Conduct user acceptance testing (UAT) and regression QA for voice/chat bots, measuring and tracking accuracy, latency, and overall conversational quality.Monitor operational health through analytics and logging tools; identify issues and coordinate fixes with Product and Engineering.Contribute to design of self-serve configuration capabilities for partners as HTS Assist evolves.Partner Integration & EnablementSupport both technical and operational enablement and onboarding for new partner integrations, including telephony (e.g., Twilio, Amazon Connect, Genesys, Five9, Avaya), CRM/ticketing systems (Salesforce, Zendesk, ServiceNow) and travel inventory platforms (PMS, GDS, CRS, etc.)Develop collateral for and train partners on HTS Assist capabilities, best practices, and operational processes.Maintain strong relationships with both external and internal stakeholders to ensure satisfaction, adoption, and continuous improvement of deployed solutions.Data, Quality & Continuous ImprovementDefine and track Assist performance metrics including conversation accuracy, escalation frequency, latency, and adherence to partner policies.Design experiments and analyze conversation data to improve HTS Assist outcomes, leveraging SQL, Python, and other data tools to identify trends and performance gaps.Partner with Engineering to define, implement and refine quality metrics for HTS Assist, including accuracy, escalation rate, and response effectiveness.Contribute to prompt engineering and test new conversational behaviors to ensure the assistant meets partner brand tone and customer expectations.System Architecture & Workflow AutomationUnderstand and document how telephony, CRM, and AI components interconnect; proactively identify risks or opportunities for workflow optimization.Build and maintain low-code automations and operational dashboards to streamline processes and surface insights.Ensure robust data governance, version control, and documentation for all integrations and configurations.Cross-Functional CollaborationServe as an operational liaison between Product, AI Engineering and operational teams to align product enhancements with operational needs.Act as an incident manager when outages or performance issues arise, ensuring swift triage, communication, and resolution.Support roadmap planning with data-backed insights into feature adoption, partner feedback, and operational pain points.Minimal ExpectationsTechnical ProficiencyHands-on experience with APIs, JSON, SQL, and Python for data manipulation, workflow validation, and automation using frameworks such as Postman or Airflow.Understanding of LLM-based systems, prompt design, and conversational AI testing methodologies.Familiarity with voice synthesis and ASR technologies (e.g., ElevenLabs, Whisper, Deepgram, OpenAI Realtime).Knowledge of cloud telephony / CPaaS providers (e.g., Twilio, Amazon Connect, Genesys, Avaya, Five9).Experience with CRM and ticketing systems (Salesforce, Zendesk, or equivalent) and their connection to voice/chat workflows.Analytical & Problem-SolvingBias for action and drive to work autonomously, taking initiative to research problems, find solutions, and communicate with stakeholders.Ability to clarify, analyze, and investigate operational needs, identify potential roadblocks, and develop viable, cost-effective solutions.Exceptional ability to grasp, manage, and articulate complex systems.Excellent judgment; ability to ask smart questions and make quick, impactful decisions.Operational ExcellenceHigh level of curiosity, operational awareness, exceptional attention to detail, and a broad understanding of contact centers, live support tool operations, and both user and agent behaviors.Strong organizational and prioritization skills t