Sr Field Operations and Intelligence Analyst

Sr. Operations Intelligence & AI Specialist

TK Elevator (TKE) is a world-leading innovator in vertical transportation and urban mobility. From engineering and installation to maintenance and digital transformation, we support all mobility systems, elevators, escalators, walkways, stairlifts, and boarding bridges on any platform, at any time. With digital platforms like AGILE and the IoT platform MAX, we enable smarter, safer urban movement. With more than 50,000 employees, and 1,000+ global support centers, we are moved by what moves people.

TKE – Move Beyond.

TK Elevator is currently seeking an experienced Sr. Operations Intelligence & AI Specialist in Atlanta, GA.

The Senior Operations Intelligence & AI Specialist is a strategic role within the Business Process Operations team, responsible for advancing operations intelligence, embedded analytics, and agentic automation capabilities across Field Service, Branch Operations, Call Centers, Sales Support, and Shared Services.

This role leverages AI, advanced analytics, and enterprise data platforms to digitize manual processes, eliminate Excel- and paper-driven workflows, and embed intelligence directly into operational systems. The individual will design and implement AI-powered decision and execution solutions that improve productivity, standardization, operational consistency, and decision quality across customer-facing and internal operations.

This position partners closely with Operations, IT, Product, and Process Excellence teams to build scalable, AI-first solutions that automate decision-making, streamline workflows, and improve enterprise operational performance.

Operations Intelligence & Decision Automation

• Translate operational knowledge into AI-driven operational playbooks aligned to TKE's Digital Operations Center (DOC) model.
• Develop and maintain scalable decision models that support and automate operational decisions, including:
• Work assignment and dispatch
• Workforce capacity and utilization planning
• Skill-to-job matching
• Backlog prioritization and service sequencing
• Apply advanced analytics, statistical modeling, and optimization techniques to enable predictive and prescriptive decision-making.
• Create intelligence layers that provide a unified operational view across workforce, workload, and capacity.

AI & Intelligent Automation

• Design and implement agentic AI solutions that autonomously:
• Analyze operational context
• Recommend decisions and next-best actions
• Trigger or orchestrate actions within enterprise systems
• Design AI agents that:
• Support branch, call center, and shared services teams with operational questions and actions
• Guide users through approved workflows when direct system access is limited
• Proactively surface exceptions, risks, and operational recommendations
• Embed automation and intelligence directly into TKE One and enterprise platforms, avoiding standalone or manual tools.

Data & Operational Insights

• Integrate and analyze data from TKE One, ERP, and other enterprise systems to support enterprise-wide embedded intelligence.
• Identify operational patterns, bottlenecks, constraints, and inefficiencies impacting field service execution and branch performance.
• Establish an AI-first approach to data quality improvement, enabling data cleansing through operational execution rather than manual cleanup cycles.

Process Transformation & Efficiency

• Identify, prioritize, and eliminate manual, Excel-based, paper-driven, and swivel-chair processes across:
• Field Service
• Branch Operations
• Call Centers
• Sales Support
• Shared Services
• Enable self-service operations intelligence to reduce escalations, manual intervention, and dependency on centralized support teams.
• Ensure solutions are scalable, practical, and aligned with operational workflows used by field and branch teams.

Cross-Functional Partnership & Change Adoption

• Partner with IT, Product, Operations, and Process Excellence teams to define and embed intelligence directly into operational workflows and enterprise systems.
• Support change adoption by ensuring solutions and outputs are intuitive, actionable, and easy for end users to interpret.
• Communicate analytical findings, recommendations,…