Workflow & Automation Analyst, Runner Experience

Your Job:

As the Workflow & Automation Analyst, Runner Experience at Brooks, you will help turn our AI strategy into practical improvements for our customer service and sales support teams. You will partner with business and systems stakeholders to identify and prioritize opportunities, configure AI-assisted workflows in our support platforms, and ensure high quality through structured testing and performance reporting. You will work closely with service leadership across direct-to-consumer and wholesale channels and coordinate with IT and other technical partners on integrations and dependencies.

Your Responsibilities:

Use Case Development

• Partner with global customer service and support leadership to identify and prioritize opportunities where AI or automations can improve efficiency, consistency, and customer experience.
• Document current workflows, pain points, and desired outcomes to build a clear business case for each initiative.
• Analyze business needs and execute into clear use case specifications that can be scoped, configured, and evaluated with partners.
• Maintain an ongoing pipeline of AI use cases, tracking status, dependencies, submissions, and readouts as needed.
• Consider global aspects and impacts of use cases during development and execution.

Workflow Building & Configuration

• Configure AI-assisted workflows and automations within customer service systems such as Zendesk following established standards and requirements.
• Build and refine items such as routing logic, agent-assist experiences, conversation flows, and automation triggers aligned to approved use cases.
• Draft and iterate on prompts, decision trees, and response templates so outputs meet quality, policy, and brand standards, in collaboration with Senior Customer Service Communications Specialist.
• Coordinate with systems and IT partners on integrations and technical dependencies; document needs clearly and escalate engineering work when required.
• Maintain clear documentation of workflow configuration and changes to support adoption, change management, and future iteration.

Testing & Quality Assurance

• Create and execute test plans for AI workflows and other automation tools prior to launch, including core scenarios, edge cases, and fallback behavior; coordinate additional testing support when needed; validate and maintain the model from a data freshness and system upgrades.
• Monitor deployed workflows to identify performance drift, unintended behavior, or gaps in coverage.
• Gather and synthesize feedback from agents and leaders to drive continuous improvement.
• Maintain an issues log and coordinate timely remediation with the right stakeholders.

Reporting & Analysis

• Track key metrics for AI initiatives (e.g., containment rate, handle time impact, QA, CSAT, deflection) in partnership with customer service and systems leaders.
• Build and maintain dashboards and recurring updates to share progress, outcomes, and risks with stakeholders.
• Use performance data to recommend prioritization and optimization opportunities.

Qualifications:

• Bachelor’s degree in Business Administration, Information Systems, Operations Management, Data Analytics, or related field; equivalent combination of education and years of experience can be considered in lieu of degree(s)
• 3+ years of experience in operations, customer service technology, business systems analysis, or a related field
• Hands-on experience configuring workflows, automations, or AI features within Salesforce Service Cloud, Zendesk, or comparable enterprise platforms
• Demonstrated ability to take a business problem and translate it into a structured, testable workflow or automation
• General understanding of how enterprise systems connect (e.g., data flows, integrations, roles/permissions)
• Comfort working with data - pulling reports, interpreting metrics, and drawing actionable conclusions
• Strong written communication skills with the ability to write clear use case documentation, test plans, and stakeholder-facing reporting
• Organized and self-directed with the ability to manage multiple projects simultaneously
• Ability to communicate technical concepts to non-technical audiences and translate business feedback into clear configuration and improvement work
• Strong attention to detail and follow-through in a fast-paced environment
• Experience collaborating in a global or cross-cultural environment
• Excellent interpersonal skills that inspire and build trust resulting in effective working relationships across the company
• Embraces and lives the Brooks values!