- Location
- BIL USA - Remote, United States of America
- Workplace
- Remote
- Type
- Full-time
- Department
- IT
- Seniority
- Senior
- Experience
- 4+ years
- Source
- Workday
Description
Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.
A Brief Overview
We are bringing to market the Safelite Solutions AI agent that schedules First Notice of Loss (FNOL) appointments for our clients. It is one of the first agentic experiences to reach clients at scale, and it needs someone who can turn client-specific requirements into clear, buildable specifications and drive them through definition, execution, testing, and scale.
The Senior Product Analyst, FNOL Scheduling Agent works day to day with the technical team building the agent. You own the translation of what the agent needs to do for each client, resolving ambiguous or conflicting requirements into clarity the engineering team can build against, and stay hands-on through testing and validation before and after launch. You report to the Product Director, Agentic Experiences and work alongside product, engineering, design, and client-facing teams to get this agent live and improving in production.
Work Location: remote
Reports to: Product Director, Agentic Experiences
What You'll Do
Define the agent's requirements
Gather and document client-specific FNOL scheduling requirements: business rules, workflows, edge cases, and exceptions across client contracts.
Translate ambiguous or conflicting inputs from clients, Operations, and Sales into clear, testable specifications the technical team can build against.
Maintain a single source of truth for requirements as they evolve, and flag scope or feasibility tradeoffs early.
Drive execution with the technical team
Work daily with engineering to bring client requirements into the build, answering questions, resolving ambiguity, and keeping delivery unblocked.
Prioritize and sequence requirements alongside the technical team's capacity and the roadmap set by the Product Director.
Represent the client and business perspective in technical discussions, and represent technical constraints back to the business.
Test and validate the agent
Design and execute test plans covering client-specific scenarios, business rules, and FNOL scheduling edge cases.
Validate agent outputs against client requirements before launch and after every change, including manual review of conversation transcripts and scheduling outcomes.
Identify failure patterns, log defects clearly, and drive them to resolution with engineering.
Scale the agent across clients
Support rollout of the agent to new clients, adapting requirements and test plans to each client's specific needs.
Monitor performance post-launch (accuracy, resolution rate, scheduling success, escalations) and flag issues or improvement opportunities.
Build repeatable processes for requirements gathering, testing, and client onboarding so the agent scales efficiently.
Bring clarity across teams
Act as the connective tissue between clients, Operations, Sales, and the technical team, ensuring nothing gets lost in translation.
Communicate status, risks, and tradeoffs clearly to the Product Director and stakeholders.
Bring structure to ambiguous problems and keep delivery moving when requirements are still taking shape.
Qualifications
Requirements
4+ years of experience in product analysis, business analysis, technical product management, or a similar role translating business/client requirements into technical specifications.
Experience working directly with engineering teams to define, build, and test software or AI-driven products.
Strong analytical skills: comfortable writing detailed requirements, test plans, and structured documentation.
Experience testing and validating software or AI/conversational products, including designing test cases and reviewing output against expected behavior.
Familiarity with AI/agentic or conversational products is a strong plus; comfort with tools like Claude, ChatGPT, or similar to support analysis and documentation is expected.
Ability to manage multiple client-specific requirement sets simultaneously without losing accuracy or context.
Strong written and verbal communication; ability to operate in ambiguity and bring structure to complex, evolving requirements.
Experience in insurance, claims, FNOL, or auto glass/repair operations is a plus but not required.
Preferred
Experience supporting the launch of a new AI agent, chatbot, or automated workflow from definition through production scale.
Familiarity with evaluation and observability practices for AI agents (test transcripts, accuracy scoring, failure analysis).
Experience working with multiple external clients or business units with differing requirements on a shared product.
Familiarity with digital analytics or performance platforms (e.g., Quantum Metric, Snowflake, or similar) to assess agent performance.
What You Will Get:
Competitive weekly pay and bonus opportunities.
Total job benefits valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
Up to $5,250 in tuition reimbursement per year.
View all our health, wealth and life offerings at www.safelitebenefits.com
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