Business Operations Analyst--HR & Customer

About the Role

This is a key role supporting the  Chief People & Customer Officer — you pull the data, build the models, and produce the decks that drive decisions across both the people and customer sides of the business. You'll operate as a one-person analytical engine spanning workforce analytics, customer operations performance, outsourced partner modeling, and executive communications . We are looking for a sharp, self-directed analyst who can move fast across two distinct domains and bring a point of view to the table, not just a spreadsheet.

What You'll Do

• 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

What We're Looking For

• 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

Bonus Points

• 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

#LI-REMOTE

Point Wild is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more! Pay range for this position is $130,000 - $150,000 but may vary depending on job-related knowledge, skills, experience and location.