Product Analytics Manager

Replicant

Remote / United States of America / Canada
  • Job Type: Full-Time
  • Function: Business Intelligence
  • Post Date: 06/01/2021
  • Website: replicant.ai
  • Company Address: 582 Market St, #905, San Francisco, CA, 94104

About Replicant

Replicant is a Conversational AI technology that works out of the box to solve customer problems over the phone. The platform lets you offer high-touch customer service without hiring, offshoring, or adding complex technical infrastructure to your call center.

Job Description

Replicant was founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world, starting with customer service.
 
Replicant is building the world's first autonomous contact center that works out-of-the-box to solve customer problems over the phone using voice AI. You can think of Replicant Voice as a self-service, Thinking Machine™. Just like agents, Replicant is able to speak with customers in a natural tone, answer questions without delay, and deflect calls to resolve customer issues quickly. Now, enterprise customers can eliminate hold times, manage unpredictable call volumes, and give agents time back to resolve high empathy cases with a new, human + AI operating model.
 
If you’re excited by AI and human-to-machine communications and want to make an impact with great technologists and strong go-to-market leaders, then look no further. In the last year we've grown our team by 3x, increased revenue by 100x, and was named a top enterprise AI company by The Information. We currently serve Fortune 500 customers, run millions of AI calls per month in production, and are increasing our footprint globally.
 
All the while, Replicant generates structured data from previously black box or unstructured call recordings. This data is the key to continually improving our voice interfaces, and we’re looking for experienced Analytics talent to own our frameworks for conversation analytics, A/B testing, customer success and product KPIs. You will own our data vision and strategy, while driving alignment across the organization on key metrics. Your work will play a critical role in establishing Replicant as a market leader in enterprise conversational AI for customer service.

What You'll Do

    • Measure performance of conversational AI features across our Thinking Machines; identify friction points in the caller UX through data
    • Create a unified framework to run A/B tests of conversational design and algorithm parameters to optimize our Thinking Machines
    • Standardize measurement frameworks for NLU model accuracy and identify opportunities for further feature development
    • Drive alignment across the organization on defining, tracking and working towards attaining a set of core KPIs 

What You'll Bring

    • 5+ years of experience in Analytics / Data Science: bonus points for experience with machine learning & AI
    • Proficient in SQL and visualization tools like Looker, Tableau
    • An entrepreneurial attitude and comfort with ambiguityAbility to lead and communicate cross-functionally
    • An ownership mindset
Our Values
 
Replicant has three core values. It is critical that everyone who joins the team feels excited and moved by these values as every new team member makes an impact on our culture.
 
Blade Runners: We take ownership and pride to influence the outcomes of our goals. We are successful, and like a Blade Runner, use the tools at our disposal to reach our objectives. We value open and honest communication and proactively seek feedback along the way. We are a company driven to grow and achieve both individually and as a team.
 
Bread Makers: We are humble and strive toward an egalitarian culture. No task is too big or too small. We work together to achieve our goals and develop our company mission. We believe that the whole is greater than the sum of its parts in everything that we do.
 
Självdistans (Self-Distance): Självdistans is Swedish for self-distance. It's the ability to critically reflect on oneself and one's relations from an external perspective. With this in mind, we act with objectivity and always remember that we are not our work. There's no perfect science to growing a team or business, but we trust everyone at Replicant to point out our blind spots and humbly admit their own.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.