Caterpillar, Inc

Digital Operations Support Analyst; Self-Service & AI

Caterpillar, Inc$97K — $158K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 4-Year degree in a relevant field or equivalent experience preferred
  • Intermediate knowledge of Microsoft Word, PowerPoint, and Excel
  • Experience with AI tools
  • Experience testing AI, virtual assistants, chatbots, or digital self-service solutions
  • Understanding of contact center operations and self-service strategy.

Responsibilities

  • Test and validate AI-powered self-service solutions for accuracy and quality
  • Analyze customer interactions and KPIs to propose improvement areas
  • Collaborate with cross-functional teams to create self-service content
  • Monitor AI containment and customer experience indicators
  • Maintain and update knowledge base and support documentation

Benefits

  • Medical, dental, and vision benefits
  • Paid time off plan (Vacation, Holidays, Volunteer, etc.)
  • 401(k) savings plans
  • Health Savings Account (HSA)
  • Flexible Spending Accounts (FSAs)
  • Health Lifestyle Programs
  • Employee Assistance Program
  • Voluntary Benefits and Employee Discounts
  • Career Development
  • Incentive bonus
  • Disability benefits
  • Life Insurance
  • Parental leave
  • Adoption benefits
  • Tuition Reimbursement
Full Job Description
Career Area:
Technology, Digital and Data

Job Description:

Job Summary:

Provides self-service support by testing and evaluating AI-driven experiences, analyzing live case and self-service data, and identifying opportunities to shift support scenarios from live contact center cases to scalable self-service solutions. Responsible for reviewing AI performance, validating response accuracy, and partnering cross-functionally to convert repeat case drivers into effective self-service and AI-enabled resolutions that enable a best-in-class support experience.

What You Will Do:
  • Test, validate, and evaluate AI-powered self-service solutions to ensure accuracy, relevance, and quality before and after deployment
  • Analyze case data, customer interactions, dashboards, and KPIs to identify trends, shift-left opportunities, and improvement areas across AI and self-service experiences
  • Collaborate with Knowledge, Training, Quality, Operations, Business Development and Product partners to convert case-driven issues into self-service content, AI intents, and/or guided solutions
  • Monitor and support improvement of AI containment, deflection, repeat contact drivers, and customer experience indicators
  • Develop subject matter expertise in supported products, Microsoft tools, AI self-service strategy, and contact center workflows
  • Maintain awareness of AI, self-service, and digital support trends, developments, and best practices
  • Identify and implement opportunities to streamline processes, improve AI performance, and enhance the customer experience
  • Maintain and update the knowledge base, FAQs and support documentation that feed into AI training data, ensuring content is current and aligned with customer service objectives.
  • Collaborate with support leaders and IT teams to gather requirements, prioritize automation initiatives and ensure alignment with business goals.
  • Develop and maintain process documentation, workflow diagrams and automation playbooks for knowledge sharing and training.
  • Ensure all automation solutions are compliant with company policies, data privacy regulations and industry standards.
  • Benchmark automation performance against industry standards and competitors to identify opportunities for further optimization.
  • Advocate for a culture of continuous improvement and digital innovation within the customer service and support team.
  • Gather and incorporate feedback from frontline advisors and customers to refine automation solutions and ensure they meet real-world needs.
  • Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time


Additional Details:
Travel up to 10% of the time may be required.

What You Will Have:
  • Performance Measurement and Tuning: Knowledge of performance measurement and tuning for systems, processes, content and technical tools.
  • Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
  • Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Considerations For Top Candidates Include:
  • Experience working with contact center tools such as Salesforce, Microsoft
  • Experience reviewing customer data, case trends, or digital performance metrics and building a business case for next step recommended actions
  • Experience with a variety of AI tools
  • Intermediate knowledge of Microsoft Word, PowerPoint, and Excel
  • Experience testing or validating AI, virtual assistants, chatbots, or digital self-service solutions
  • Experience building an AI agent
  • Knowledge of contact center operations, self-service strategy, quality, training, or knowledge management
  • Understanding of how live case drivers translate into self-service and AI opportunities
  • Solid understanding of Business Process Outsourcing environments and supplier partnerships
  • 4-Year degree in an applicable field or equivalent experience preferred


Summary Pay Range:

$97,530.00 - $158,480.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
  • Medical, dental, and vision benefits*
  • Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
  • 401(k) savings plans*
  • Health Savings Account (HSA)*
  • Flexible Spending Accounts (FSAs)*
  • Health Lifestyle Programs*
  • Employee Assistance Program*
  • Voluntary Benefits and Employee Discounts*
  • Career Development*
  • Incentive bonus*
  • Disability benefits
  • Life Insurance
  • Parental leave
  • Adoption benefits
  • Tuition Reimbursement


* These benefits also apply to part-time employees

Visa Sponsorship is not available for this position.

Posting Dates:
June 25, 2026 - July 5, 2026

About Caterpillar, Inc

Progress Rail Services Corporation, a Caterpillar company, is one of the largest integrated and diversified suppliers of railroad and transit system products and services worldwide. Since its acquisition by Caterpillar Inc. in 2006, Progress Rail has used the Caterpillar international footprint to gain quick and widespread notice and approval across the globe. Product technology, reliability and durability, along with legendary aftermarket parts and service support, have been their keys to success. Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines and industrial gas turbines. The technology and world reach of Caterpillar, combined with the service standard and historical reliability of Progress Rail, ensures their products and services make a growing impact on the world rail industry. With their acquisition of Electro-Motive Diesel (EMD), Progress Rail is the world's largest builder of diesel-electric locomotives for all commercial railroad applications including freight, intercity passenger, commuter, switching, industrial and mining. EMD is also a global provider of diesel power engines for marine propulsion, offshore and land based oil well drilling rigs and stationary power generation. Electro-Motive is the only diesel engine manufacturer of its size to have produced more than 70,000 engines. This success stems from product reliability, serviceability, load acceptance capability, low operating costs and ease of maintenance with standardized components.

Caterpillar, Inc. Careers

Join the robust team at Caterpillar, Inc., a global leader in construction and mining equipment, where innovation drives everything we do. As part of our team, you'll engage in work that improves the world and furthers your career with every project you touch.

Work You’ll Do

At Caterpillar, Inc., you will have the opportunity to contribute to a variety of groundbreaking projects that extend across the globe. Our commitment to leadership in the industry is unwavering, and we achieve it through a culture that fosters diversity and leadership development.

Explore Job Opportunities and Growth

Caterpillar offers a wide range of job opportunities and career paths, providing a platform for professional growth and development. Whether you're interested in engineering, sales, marketing, or management, Caterpillar has a position that will utilize your unique skills and talents. We are continuously hiring innovative minds to propel our mission forward and maintain our status as industry leaders.

Internship Programs

Kickstart your career with a Caterpillar internship. Our internships provide invaluable workplace experience and networking opportunities that often lead to full-time employment at our company. As an intern, you will work alongside experienced professionals and gain insights that will benefit you as you advance in your career.

Benefits and Culture

Choosing a career at Caterpillar means more than just having a job. It means you're part of a team that values diversity and is committed to creating an inclusive environment. We offer competitive benefits to ensure the health and well-being of our employees and their families. These benefits include health insurance, retirement plans, and paid time off, alongside unique perks like professional development and diversity training programs.

Innovation and Leadership

Drive innovation and industry leadership as part of the Caterpillar team. We empower our employees to lead from their first day on the job, encouraging continuous improvement and career advancement. At Caterpillar, your ideas will shape the future of our business and the industries we serve.

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Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players. Ready to start your journey at Caterpillar, Inc.? Explore our career portal for the latest job opportunities.

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Prepare for Your Interview

Make a great first impression. Prepare for your interview at Caterpillar by reviewing common questions and practicing your responses. Tailor your resume to highlight the experiences and skills that make you the ideal candidate for the position you are applying for. At Caterpillar, Inc., every role offers the chance to make an impact. Come be a part of our team and drive the future of our global industries. Your career at Caterpillar is not just about what you'll accomplish, but how you'll grow and the innovation you'll lead. Join us and build a career that matters.
Learn more about Caterpillar, Inc
Size
107,700 employees
Market Cap
$125.3 billion
Industry
Net Income
$2.9 billion
Founded
1925
5 Year Trend
+5.8%
Revenue
$41.7 billion
NASDAQ

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