Business Operations & Workforce Analytics Analyst

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