People Operations Analyst for Customer Experience (CX)

Deskripsi pekerjaan

As a People Operations Analyst for Customer Experience (CX), you will play a critical role in enabling Customer Experience teams to perform at their best by building scalable people operations, improving team readiness, and ensuring operational excellence across the CX organization and regions. You will be responsible for managing and improving key people processes across the employee lifecycle, including hiring, onboarding, knowledge management, workforce scheduling, capacity planning, and team engagement. You will work closely with CX leadership, Team Leads, Operations, People teams, and cross-functional stakeholders to ensure teams have the right resources, knowledge, and support to deliver exceptional customer experiences. Beyond daily people operations, you will drive initiatives that strengthen team capability and culture. You will support knowledge acquisition and distribution, maintain operational documentation, identify improvement opportunities, and ensure critical information is effectively cascaded across teams. In this role, you will combine analytical thinking, operational excellence, and strong stakeholder management to improve how CX teams operate at scale. You will gain exposure to workforce strategy, employee experience, and operational improvement initiatives while contributing directly to the effectiveness and engagement of CX teams. This role is ideal for someone who enjoys working with people, solving operational challenges, building structured processes, and creating meaningful impact behind the scenes of customer experience. ### Minimum Qualifications ### Behaviors - Strong analytical and problem-solving skills with a proactive mindset - Excellent communication and stakeholder management skills - Highly organized with strong attention to detail and ability to manage multiple priorities - Comfortable working in a fast-paced environment with evolving business needs - Strong ownership mindset with the ability to identify problems and drive solutions - People-oriented with a genuine interest in improving employee experience and team effectiveness - Adaptable, collaborative, and comfortable working across different teams ### Experience - Bachelor’s degree from a reputable university, majoring in the following or equivalent: - Business Administration - Human Resources / Psychology - Management - Communications - Industrial Engineering - Data Analytics / related fields - 1–3 years of experience in People Operations, Customer Experience Operations, Workforce Management, Business Operations, Human Resources Generalist, Human Resources Business Partner, Organization Development, Learning & Development, or similar functions. - Proficiency in Google Workspace or Microsoft Office tools (Google Sheets/Excel, Docs/Word, Slides/PowerPoint), and Zapier - Strong written and verbal communication skills in English - Have an automation mindset to reduce manual works ### Preferred Qualifications Experience in any of the following areas is a plus: - Hiring - Employee engagement or culture initiatives - Workforce scheduling or capacity planning - Learning & development, and knowledge management - Customer operations/service operations environment ### Responsibilities - Support CX workforce growth by coordinating hiring activities, ensuring smooth recruitment processes, and maintaining hiring readiness based on business needs - Ensure CX new joiners have a structured onboarding journey aligned with team expectations and operational needs - Support CX Organizational Development initiatives (training, learning management system) and knowledge documentation to ensure operational updates, product changes, and best practices are effectively communicated across teams - Analyze CX workforce data and operational trends to support scheduling and shift arrangement processes to ensure adequate operational coverage - Organize and execute CX team engagement feedback, insights, programs, recognition initiatives, and culture-building activities - Collaborate with multiple stakeholders to resolve operational challenges and improve processes including CX leadership