WHO AND WHAT IS NOVO LABS?

Novo Labs provides an end-to-end Conversational AI service for taking restaurant orders through high-volume voice channels (no, we're not building Alexa chatbot skills). Our proprietary NLP stack and conversation management platform handles the real-world conditions and real-world conversations when customers order from restaurants through existing voice channels, such as the phone or drive-thru. Our service supports thousands of locations for many of the largest restaurant chains in the country and handles millions of voice interactions with customers. To support this growth, we are expanding our team of Analysts to drive continuous improvements in our service. 

JOB RESPONSIBILITIES:

The Process Automation Analyst evaluates the performance of our service, designs and implements methods for improving the efficiency of our automation platform, surfaces insights to guide development priorities, and collaborates with our machine learning and software development teams to continually improve the service. The Analyst also assists in deploying our service with new clients.  Prior experience with robotic process automation is a plus, but also be ready to learn our proprietary methods for conversational automation. This role has significant potential for professional growth as Novo Labs continues to expand! Come join us on this amazing journey!

OUTCOMES - HOW DO I KNOW MY MISSION IS COMPLETE?

DRIVE CONTINUOUS IMPROVEMENT OF THE PERFORMANCE OF THE SERVICE

• Evaluate structured and unstructured data generated by the conversational service
• Organize and process data to identify opportunities to improve the service's performance

DEPLOY THE SERVICE TO NEW CLIENTS

• Gather, organize, and deploy training data for new client engagements
• Identify performance deficiencies and remedy those as needed
• Identify and execute methods for improving the speed and efficiency of new client deployments
• Develop performance reporting for client engagements

COORDINATE WITH DEVELOPMENT TEAM TO CONTINUOUSLY IMPROVE THE SERVICE

• Identify data-driven methods for improving the performance of the service
• Test new service capabilities

COMPETENCIES - WHAT DO I NEED TO BE SUCCESSFUL?

DEEP ANALYTICAL EXPERTISE

• Experience working with structured and unstructured data sets.
• Loves using data to solve problems.
• Creative approach to identifying and evaluating the most efficient method for performing an analytical process.
• Understands at a broad level how technology platforms/architectures are applied to automated business solutions.
• Highly attentive to detail and accuracy.

TASK MANAGEMENT

• Works collaboratively with others, but also capable of working independently to complete work.
• Verifies information and carefully reviews and checks the accuracy of their own work.
• Has a sense of urgency about getting work completed.
• Looks for and seizes opportunities to do more or to do things better.

TECHNICAL EXPERTISE

• Experience automating business processes.
• Experience with SQL and Excel.
• High degree of ability and willingness to learn new technical and coding skills.
• Exposure to AI, Machine Learning, Natural Language Processing (NLP) preferred.
• BS in Mathematics, Economics, Computer Science, Information Management or Statistics a plus.

MORE ABOUT YOU

First and foremost, you love working hard to develop amazing services for your clients and stakeholders. You've got a honed attention to detail; you care about the small things just as much as the big things. You love digging into a big pile of data to solve problems and can maintain productivity and focus for hours on end. However, you also can pull off that delicate balancing act of prioritizing competing opportunities and can clearly manage and communicate priorities with your coworkers. While you don't mind being in the “weeds” of a challenge, you also appreciate the bigger picture of how your work contributes to the overall success of client engagements.