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.

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
• Cook up cross-functional coordination — 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

Qualifications

• 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)
• Familiarity with AI governance requirements

Skills

• Proficiency in Excel/Google Sheets and Google Slides
• Extensive knowledge of AI-enabled productivity tools (Claude, ChatGPT, LLM-based assistants)
• Ability to identify gaps or anomalies in data independently
• Strong communication skills, both written and verbal
• High discretion and organizational rigor

Benefits

• Generous health and wellness benefits
• Retirement savings plans
• Parenthood leave
• Competitive pay range of $130,000 - $150,000

Pay

Pay range for this position is $130,000 - $150,000 but may vary depending on job-related knowledge, skills, experience and location.

Schedule

Not specified

Benefits

• Generous health and wellness benefits
• Retirement savings plans
• Parenthood leave
• Flexible schedule

Skills

• Proficiency in Excel/Google Sheets and Google Slides
• Extensive knowledge of AI-enabled productivity tools (Claude, ChatGPT, LLM-based assistants)
• Ability to identify gaps or anomalies in data independently
• Strong communication skills, both written and verbal
• High discretion and organizational rigor

Qualifications

• 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)
• Familiarity with AI governance requirements

Company Information

• Founded by WndrCo, Warburg Pincus, and General Catalyst
• Focuses on creating the world's most comprehensive portfolio of industry-leading cybersecurity solutions
• Vision is to become THE go-to resource for every cyber protection need individuals may face - today and in the future

Company Culture

• Scrappy, nimble organization where individual contributions are needed and valued
• Opportunity to learn new technologies, products, and markets in a fast-paced, growth-oriented environment
• Commitment to being an inclusive community where all feel welcome
• No discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status