Customer Digital Twin Product Analyst

Customer Digital Twin Product Analyst

Copado is the #1 Dev Ops Platform for Salesforce and the Cloud. We deliver an AI-enabled devops platform to enhance human's ability to orchestrate business application development in the agentic age to drive digital transformation for 1,500+ of the most innovative brands on the planet — from Coca-Cola to T-Mobile to Volkswagen. Our agentic platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments.

We operate in a dynamic and competitive industry and our consistent growth reflects our continued commitment to innovation and customer success.

As the Customer Digital Twin Product Analyst at Copado, you will report directly to the VP CX Transformation. In this junior-to-mid-level role, you will act as the operational custodian and data steward for two strategic pillars of our Customer Intelligence + Digital Twins and Customer AI Governance + Quality.

You will work in close partnership with the Agentic Operations team (including Customer Experience Data Engineers, Support Operations, and CS Operations) to construct, maintain, and scale our network of digital twins and AI agents. By auditing our automated workflows, checking AI outputs against strict quality guardrails, and ensuring seamless data integration, your work will directly underpin Copado's key commercial targets.

• Manage Digital Twin Schemas:
  Take day-to-day operational ownership of the data structures and schemas for the Customer Experience Twins. Ensure these twins serve as a highly accurate, unified, and permanent intelligence record of our customers' environments and configurations.
• Run Weekly AI Quality Reviews:
  Lead the ground-level execution of the Weekly AI Quality Review alongside Support, CS, Services, and CX leadership. Audit and sample automated triage decisions, flag incorrect severity classifications, log routing mistakes, and identify hallucinated technical recommendations.
• Enforce AI Guardrails & Privacy Boundaries:
  Rigorously monitor customer-facing AI agent outputs against established AI Guardrails. Ensure no AI agent exposes credentials, secrets, or logs across different accounts, and verify that human-approval pathways are strictly followed for high-risk customer communications.
• Support the Agentic Operations Pipeline:
  Assist in configuring, refining, and testing the behavior of specialized AI agents in the customer experience journey, including the Support Intake Agent, Entitlement Agent, SLA Router, Triage Agent, Diagnostic Agent, and Case Twin. Partner with the Support and CS Operations Lead to optimize these models over time.
• Track AI and Twin KPIs:
  Continuously compile and report on core AI performance metrics, such as triage and routing accuracy, the human override rate, AI-assisted case resolution speed, and customer satisfaction on automated cases.

• 2+ years of experience as a Product Analyst, Data Analyst, Systems Analyst, or Operations Specialist within an enterprise SaaS or cloud-based software environment.
• Proven experience with data mapping, schema management, or system telemetry tracking, with a clear understanding of how system configurations translate into structured data records.
• Exceptional analytical and auditing skills, with a meticulous attention to detail and a track record of monitoring data integrity, software outputs, or system-generated metrics.
• Strong process discipline and operational rigor, with experience tracking weekly metrics, maintaining structured documentation, and managing project milestones.
• Solid collaborative and communication skills, with a proven ability to coordinate tasks cross-functionally across technical teams (including data engineers, support managers, and product operations).
• Familiarity with Customer Success software (e.g. Churn Zero, Gainsight) and how customer health scores, usage signals, and automated plays are structured.

• Direct experience with AI governance, prompt auditing, or LLM output evaluation (detecting hallucination risks, reviewing classification accuracy,…