FBS Senior Operations Analyst

Team Function:

The Knowledge Management & Messaging team supports enterprise-wide service delivery by optimizing knowledge content, conversational experiences, and messaging channels across Farmers. The team is responsible for: Maintaining and continuously improving knowledge content used by employees, agents (Exclusive & Independent), vendors, and customers Driving performance and optimization of digital messaging channels including chat, SMS, and asynchronous messaging Managing chat routing strategies, queue design, and agent experience across platforms (e.g., CCAI and legacy environments) Advancing conversational AI and Generative AI capabilities, including LLM-powered search and response generation Leveraging data insights to improve containment, deflection, handle time, and overall customer and agent experience This team operates at the intersection of operations, technology, and AI-driven experience design, ensuring scalable, high-quality support across all service channels.

Role Description:

The Senior Operations Analyst will play a critical role in analyzing, optimizing, and scaling Farmers’ messaging and conversational AI ecosystem. This role will focus on identifying trends across chat, SMS, and messaging platforms and translating insights into actionable improvements across knowledge content, routing strategies, and AI performance. Key responsibilities include: Anal