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The Hashgraph Association · 1 month ago

Business Intelligence & Workforce Planner

United States

Full-time

Remote

Mid Level

3+ years exp

The Hashgraph Association is a global organization focused on the Hedera Hashgraph ecosystem, which is a leading proof-of-stake public Distributed Ledger Technology network. They are seeking a Business Intelligence & Workforce Planner to build predictive models, optimize staffing through AI and human resources, and drive insights into customer satisfaction and operational costs.

Non-profit Organization Management

Responsibilities

Build predictive models that link support demand to blockchain network activity and market volatility

Balance AI and human support dynamically adjust staffing as AI handles routine queries and humans tackle complex, high-value issues

Design dashboards (Tableau/Looker) to track AI performance (hallucination, containment, handoff rates) and customer satisfaction across channels

Analyze why users bypass AI, conduct root cause analysis on AI failures, and partner with Product to make our AI smarter

Correlate on-chain metrics (active accounts, smart contract calls) with operational costs and calculate ROI for both AI and human support

Ensure our workforce planning aligns with ITIL standards and the unique demands of web3/DTL ecosystems

Qualification

Workforce ManagementBusiness IntelligenceAdvanced SQLBI tools TableauBI tools LookerAI/automation metricsAnalytical mindsetBlockchain familiarityWeb3 knowledgeDLT environments