Business Operations Analyst--HR & Customer

Point Wild helps customers monitor, manage, and protect against the risks associated with their identities and personal information in a digital world. The Business Operations Analyst role supports the Chief People & Customer Officer by pulling data, building models, and producing materials that drive decisions across workforce analytics and customer operations.

Responsibilities:

• Build and maintain workforce analytics covering headcount, attrition, compensation, and engagement — cleaning underlying data, modeling it, and using AI/ML tools to surface patterns like attrition risk and hiring forecasts into clear, actionable summaries for leadership
• Research, test, and benchmark AI tools for HR and customer operations use cases — talent acquisition, performance management, support automation, workforce management — and deliver cost/benefit comparisons leadership can act on
• Model headcount, capacity, and cost for outsourced/BPO partners, track SLA and budget performance, and build the analytical foundation behind insourcing/outsourcing and vendor-change proposals
• Track performance across both people and customer operations functions — cost per contact, handle time, SLA adherence, engagement scores — and proactively surface risks and gaps to the CPCO and business unit leaders
• Produce executive-ready materials — decks, memos, pre-reads, talking points, and agendas — spanning both functions, leveraging AI tools (Claude, ChatGPT, Gamma) to accelerate drafting, synthesis, and research
• Coordinate across various functions and BUs to gather input on people strategy, customer operations initiatives, M&A integration, comp cycles, and AI adoption efforts

Requirements:

• 3–5 years in an analyst, business operations, or data-driven role with demonstrated ability to own the full workflow — data pull, model build, and final output — without support staff
• Consulting experience (Big 4 preferred) supporting client organizations' business operations
• Hands-on proficiency in Excel/Google Sheets and Google Slides; Extensive knowledge of AI-enabled productivity tools (Claude, ChatGPT, LLM-based assistants) applied to analysis and synthesis
• Proven ability to identify gaps or anomalies in data independently, form a point of view, and communicate findings clearly in writing and verbally to senior stakeholders
• High discretion and organizational rigor — demonstrated track record handling confidential org, financial, or customer data across multiple concurrent workstreams
• Bachelor's degree required
• Experience supporting Human Resources or Customer Support departments
• Prior exposure to workforce or capacity planning models, vendor management, or BPO partner environments
• SQL or BI tool experience (Tableau, Looker) and familiarity with AI governance requirements