Business Operations Analyst--HR & Customer

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

• 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

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.

Point Wild helps customers monitor, manage, and protect against the risks associated with their identities and personal information in a digital world. Backed by WndrCo, Warburg Pincus and General Catalyst, Point Wild is dedicated to creating the world’s most comprehensive portfolio of industry-leading cybersecurity solutions. Our vision is to become THE go-to resource for every cyber protection need individuals may face - today and in the future., As part of Point Wild, you will:

Solve real customer problems. Point Wild’s point solutions allow consumers to address their immediate cyber protection needs. Our mandate is to continuously anticipate our customers’ evolving digital security needs to create best-in-class solutions aimed at keeping them safe.

See your impact. We are a scrappy, nimble organization where individual contributions are needed and valued. You will see your impact every day.

Accelerate your career. As we expand, you will have the opportunity to learn new technologies, products, and markets in a fast-paced, growth-oriented environment.

Most importantly, you’ll get to work with other talented people at a company where people matter. If you want to put your fingerprint on an organization and leapfrog your growth, this is the place for you.

In keeping with our beliefs and goals, no employee or applicant will face 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. Above and beyond discrimination or harassment based on “protected categories,” Point Wild is committed to being an inclusive community where all feel welcome. Whether blatant or hidden, barriers to success have no place at Point Wild.