People Operations Analyst for Customer Experience

About the role

This position is responsible for analyzing and optimizing the end-to-end employee experience within the Customer Experience organization at scale. The role owns workforce planning initiatives to ensure the team structure aligns precisely with evolving business demands and recruitment readiness. You will serve as the operational backbone for the CX team by maintaining and updating structured processes across the full employee lifecycle. A core part of this function involves driving automation to eliminate manual work and improve the reliability of operational workflows. You will analyze workforce data and operational trends to generate insights that directly inform scheduling and shift arrangements. The position is tasked with organizing team engagement feedback, recognition initiatives, and culture-building activities to strengthen team capability. Additionally, you will ensure that product, policy, and best practice updates are synthesized and shared consistently across all CX teams. Success in this role is defined by the ability to blend analytical rigor with proactive stakeholder management to enhance the employee journey.

Key facts

What you'll do

Analyze workforce planning metrics to align headcount growth with business demands and support CX recruitment readiness.

Maintain accurate operational documentation and ensure timely distribution of product, policy, and best practice updates across CX teams.

Organize team engagement feedback, recognition initiatives, and culture-building activities to strengthen the capability of CX teams.

Analyze workforce data and operational trends to inform and optimize scheduling and shift arrangements that secure adequate coverage.

Drive automation initiatives to reduce manual work and improve the reliability of operational workflows within the customer experience function.

Synthesize complex information into clear updates on policy and best practices to ensure consistency across the customer experience organization.

Coordinate execution across the employee lifecycle, focusing on structured delivery for hiring, onboarding, and ongoing operational improvements.

Utilize Google Workspace or Microsoft Office tools, including Google Sheets/Excel, Docs/Word, Slides/PowerPoint, and Zapier, to manage and analyze operational data.

Demonstrate comfort working in a fast-paced environment with evolving business needs and multiple competing priorities.

Maintain strong written and verbal English communication to collaborate effectively across cross-functional teams.

Apply analytical and problem-solving skills to take ownership of solutions for complex operational challenges.

Support the implementation of structured onboarding and knowledge management practices to help teams adapt quickly to product and policy changes.

Partner with CX leadership, operations, and people teams to ensure alignment on workforce strategies and execution.

Champion an automation mindset to streamline repetitive tasks and enhance consistency in operational workflows.

Requirements

A Bachelor's degree is held in Business Administration, Human Resources, Psychology, Management, Communications, Industrial Engineering, Data Analytics, or an equivalent field.

1 3 years of experience is brought in People Operations, Customer Experience Operations, Workforce Management, Business Operations, Human Resources Generalist, Human Resources Business Partner, Organization Development, Learning & Development, or similar functions.

Strong analytical and problem-solving skills are demonstrated with proactive solution ownership.

Excellent communication and stakeholder management skills are used while working across teams.

Google Workspace or Microsoft Office tools, including Google Sheets/Excel, Docs/Word, Slides/PowerPoint, and Zapier, are used.

Comfort is shown in a fast-paced environment with evolving business needs and multiple priorities.

Written and verbal English communication is maintained at a strong level.

Automation is driven to reduce manual work and improve operational reliability.

Nice to have

Not applicable.

Practical notes

The role is based in Jakarta, Indonesia, and may require attendance aligned with operational needs.

Questions to ask

Good questions to ask the employer in the interview: what does success look like in the first six months, how is the team structured, what is the current biggest challenge, and how are decisions made. Asking about growth paths and the review process is also well received. Employers expect questions, and good ones show preparation.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.