Business Operations Analyst--HR & Customer

The organization operates in the cybersecurity industry, specializing in solutions designed to protect individuals’ identities, personal information, and digital security. As cyber threats continue to evolve, the organization develops a broad portfolio of cybersecurity products and services designed to address the diverse protection needs of customers. Its work focuses on helping individuals and organizations navigate an increasingly complex digital environment with greater confidence and security.

About the Role

The Business Operations Analyst—HR & Customer supports the Chief People & Customer Officer by providing data-driven analysis, operational insights, and executive-level reporting across workforce and customer operations. This role sits at the intersection of people analytics, customer operations, vendor management, and business strategy. The position is responsible for turning complex data into actionable insights, evaluating operational performance, supporting strategic initiatives, and helping leadership make informed decisions.

The ideal candidate is an analytical and highly organized professional who can independently manage projects from data collection through analysis and executive communication. Experience in consulting or other data-intensive business environments is especially valuable, along with the ability to handle sensitive information with discretion.

Responsibilities

• Develop and maintain analytics covering headcount, attrition, compensation, employee engagement, and other workforce metrics.
• Build data models and leverage AI/ML tools to identify trends, opportunities, and potential workforce risks.
• Evaluate, benchmark, and recommend AI tools for HR and customer operations, including cost-benefit and business impact analyses.
• Model outsourced partner headcount, capacity, staffing requirements, and costs.
• Monitor vendor performance against service-level agreements, budgets, and operational expectations.
• Track customer operations metrics such as cost per contact, average handle time, engagement scores, productivity, and service performance.
• Identify operational risks, performance gaps, and emerging trends and communicate findings to leadership.
• Prepare executive-level presentations, reports, and written communications that translate complex analysis into clear business recommendations.
• Use AI productivity tools to support research, drafting, synthesis, analysis, and presentation development.
• Collaborate across HR, Customer Support, Finance, Operations, and other functions to support people strategy and customer initiatives.
• Support strategic projects including M&A integration, compensation cycles, workforce planning, and organizational initiatives.
• Evaluate opportunities to incorporate AI and automation into business and operational processes.
• Manage multiple concurrent projects while maintaining accuracy, confidentiality, and appropriate documentation.
• Take ownership of analytical workflows from data gathering and validation through interpretation, recommendations, and executive communication.

Requirements

• 3–5 years of experience in business analysis, consulting, operations, analytics, or another data-driven role with end-to-end project ownership.
• Consulting experience preferred, particularly with a Big Four consulting or professional services firm supporting business operations.
• Strong proficiency with Excel or Google Sheets and Google Slides.
• Experience using AI productivity tools such as Claude, ChatGPT, or other LLM-based assistants.
• Strong analytical skills with the ability to independently investigate data anomalies, identify trends, and develop actionable recommendations.
• Ability to communicate complex findings clearly and effectively to senior leadership.
• Exceptional organizational skills and the ability to manage multiple priorities simultaneously.
• High level of discretion and demonstrated ability to work with confidential workforce, customer, and business information.
• Bachelor’s degree or equivalent combination of education and experience.

Bonus Qualifications

• Experience supporting HR, People Operations, or Customer Support organizations.
• Familiarity with workforce planning, vendor management, or BPO environments.
• Experience with SQL or business intelligence platforms such as Tableau or Looker.
• Understanding of AI governance, responsible AI practices, and organizational AI adoption.

Pay

Annual salary range of $130,000–$150,000. Compensation may vary based on experience, skills, qualifications, location, and other job-related factors.

Benefits

• Competitive health and wellness benefits.
• Retirement savings plans.
• Parental leave.
• Additional benefits may be available based on employment location and eligibility.