The People Service Delivery (PSD) team's mission is to run the best people-focused service delivery business in the industry. Leading with care and empathy, we develop efficient processes, systems, and programs. We aim to ensure employees feel heard and have the resources and support they need during the most important moments so they can do the best work of their careers. As part of PSD, the Service Delivery Excellence team improves the efficiency and effectiveness of operations by providing deep insight into operational performance, recommended actions to improve business outcomes, and reporting solutions to improve stakeholders' self-sufficiency with data. The People Services Operations Analyst is responsible for providing business area leaders with deep insight into the status of their operations and where they can drive improvements in line with People Service Delivery's near-term goals and long-term vision.

People Services Operations Analyst Responsibilities

• Establish and maintain PSD functional (e.g., onboarding, benefits) measurement strategies and tracking mechanisms


• Conduct routine analysis of functional trends to identify top gaps and improvement opportunities


• Apply advanced business analytics methods to identify the top issues impacting People Service Delivery operations, root causes, and opportunities


• Drive measurement plans for major initiatives to ensure they align to organizational goals and accurately reflect the results of those initiatives


• Manage ad hoc, complex, and short-turnaround reporting requests from PSD stakeholders and leaders


• Improve the quality of team-wide operational analysis (e.g., control charts) to improve insight and speed to action


• Ensure data integrity through aligned vendor and company measurement approaches and upstream processes that impact data (e.g., case management)


• Collaborate with technical cross functional partners, ensuring business requirements are prioritized and delivered within an expected timeframe


• Report on conclusions to business area leaders through live presentations, executive summaries, and self-serve dashboards/reports


• Consult with business area leaders on their measurement needs, timing requirements, and other expectations


• Produce high-quality presentations and deliverables using data visualization best practices


• Support data training programs that elevate the analytic skill of data users

Minimum Qualifications

• 6+ years experience in operations measurement and analytics functions


• 3+ years experience in a People/HR function


• Extensive data and analytical expertise, including knowledge of industry best practices and measurement standards


• Experience working with standard data analytics and reporting tools (e.g., Tableau)


• Experience working with Salesforce and Workday systems


• Experience working in a fast-paced environment while also building infrastructure that scales


• Effective communication, influencing, and change management skills


• Knowledge of the HR domain and core processes (e.g., benefits, payroll, onboarding, learning)

Preferred Qualifications

• Bachelor's degree in business, operations, consulting, or equivalent


• Master's degree in data analytics, data science, or equivalent


• Six Sigma or equivalent certification


• Experience with process mining systems (e.g., Celonis) and methodologies


• Experience on projects that use AI/ML for advanced data analysis


• Experience with Robotic Process Automation (RPA) and related process improvement methodologies