Netomi

Netomi is an AI-first customer service platform revolutionizing customer support with industry-leading resolution rates and multilingual support.

IT Services

Information Technology

51-250 (131)

Founded 2015

$52M raised

21 open positions

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Senior Manager – GenAI Performance & Analytics

2 hours, 4 minutes ago

India

Full-time

Senior

AI (Artificial Intelligence)

Data Science and Analytics

LLM Machine Learning Python SQL Tableau

Apply Now

Netomi

Netomi is an AI-first customer service platform revolutionizing customer support with industry-leading resolution rates and multilingual support.

IT Services

51-250

Founded 2015

$52M raised

View All Jobs 21

Description

Analyze large volumes of chatbot and AI conversation data to identify performance gaps and improvement opportunities.
Define and track AI performance metrics such as resolution rate, containment rate, response quality, and customer satisfaction.
Build dashboards and reporting frameworks using SQL, Python, and BI tools such as Tableau.
Design frameworks to evaluate LLM response quality across factuality, groundedness, relevance, instruction adherence, tone, safety, and compliance.
Build scalable processes for automated LLM evaluation and human review workflows.
Identify systematic failure patterns in AI responses and recommend improvements.
Partner with AI and engineering teams to evaluate model upgrades, prompt changes, and new AI capabilities.
Design and analyze experiments to measure the impact of model improvements.
Translate conversational analytics into actionable recommendations for product and AI teams.
Lead and mentor a team of data analysts focused on AI performance and conversational analytics.

Requirements

7–10 years of experience in data analytics, data science, or AI analytics.
Experience managing or mentoring analytics teams.
Experience analyzing conversational data, customer support data, or AI-driven products is a strong plus.
Strong SQL and data analysis skills.
Experience with BI tools such as Tableau or similar platforms.
Experience using Python for data analysis or experimentation.
Familiarity with machine learning or large language models (LLMs).
Experience evaluating AI or machine learning model performance (preferred).
Experience working with conversational AI platforms or chatbots (preferred).
Experience with experimentation frameworks and A/B testing (preferred).

Interested in this position?

Apply directly on the company website

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