Business Operations Analyst - HR & Customer

About Point Wild

Point Wild is a cybersecurity company dedicated to helping individuals monitor, manage, and defend their identities and personal information in the digital landscape. Supported by prominent investors, the company aspires to be the foremost resource for comprehensive cyber protection solutions for consumers worldwide.

Role Overview

Joining as a Business Operations Analyst reporting to the Chief People & Customer Officer, you will be the central analytical resource for both workforce and customer operational data. This role demands autonomy in managing the entire data lifecycle from extraction to presentation, spanning multiple domains including employee analytics, customer operations performance, and outsourced partner modeling. Strategic insight and clear communication are essential.

Key Responsibilities

• Develop and update workforce analytics focusing on headcount, attrition, compensation, and employee engagement by cleansing data, creating models, and utilizing AI/ML to identify trends such as attrition risks and recruitment forecasts, delivering concise insights to leadership.
• Investigate, assess, and benchmark AI tools applicable to HR and customer service operations—covering areas like recruitment, performance assessment, support automation, and workforce management—to provide leadership with actionable cost-benefit analyses.
• Create models for headcount, capacity, and expenditure regarding outsourced or BPO partners; monitor SLA compliance and budget adherence; establish analysis for vendor-related strategic decisions like insourcing or vendor transitions.
• Monitor and report on performance metrics across people and customer operation units—including costs per contact, average handling time, SLA compliance, and engagement levels—anticipating risks and gaps for executive review.
• Produce executive-level presentations, memos, briefings, and agendas utilizing advanced AI writing and synthesis tools to enhance content clarity and efficiency.
• Collaborate cross-functionally and across business units to gather data and input relevant to people strategies, customer operation projects, mergers and acquisitions integration, compensation cycles, and AI implementation initiatives.

Requirements

• 3 to 5 years of experience in analyst, business operations, or data-centric roles with a proven track record of independently managing data extraction, analysis modeling, and deliverable production.
• Background in consulting, preferably with a Big 4 firm, supporting business operations functions.
• Advanced skills in Excel or Google Sheets and Google Slides; thorough familiarity with AI productivity tools such as Claude, ChatGPT, or other large language model assistants applied to analysis and information synthesis.
• Strong ability to detect data anomalies or gaps, formulate informed perspectives, and communicate insights effectively to senior management both verbally and in writing.
• High levels of discretion and organizational discipline in handling sensitive organizational, financial, or customer data across multiple concurrent projects.
• Bachelor's degree mandatory.

Preferred Qualifications

• Experience supporting Human Resources or Customer Support departments.
• Familiarity with workforce planning, capacity modeling, vendor management, or BPO arrangements.
• Knowledge of SQL and business intelligence tools like Tableau or Looker; understanding of AI governance policies.

Compensation & Benefits

Point Wild offers a competitive salary range from 130000 to 150000 USD annually, reflecting experience, skills, and location. Comprehensive benefits include health and wellness plans, retirement savings, parental leave, and more, designed to support employee well-being both professionally and personally.

Company Culture and Diversity

Point Wild values impactful contributions and rapid career development within a dynamic, growth-driven environment. The company is deeply committed to an inclusive, respectful workplace free of discrimination or harassment on any protected basis, fostering a community where all employees feel welcomed and valued.

Additional Information

Applicants residing in the United States are advised of important privacy guidelines pertinent to job applications.