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Role Description

The Program Analyst is a key supporting member of the Customer Service Workforce Management team, responsible for providing analytical, operational, and program management support. They will partner with their Program Manager on strategic initiatives while handling day-to-day analysis, reporting, and ensuring the seamless execution of key projects and initiatives for the global Workforce Management function.

• Collect, validate and analyze complex workforce data from multiple internal and external sources.
• Use sophisticated analytical techniques to identify trends, root causes, and actionable insights that support business decisions.
• Develop, update, and distribute recurring reports and dashboards on key workforce management metrics (e.g., staffing levels, forecast accuracy, schedule adherence, attrition, productivity).
• Monitor key workforce metrics, investigating any unusual patterns, and following up to gather relevant context, ensuring timely identification and resolution of potential issues.
• Serve as a subject matter resource for workforce analytics within the team.
• Assist the Program Manager in managing and tracking projects, and providing status updates.
• Facilitate change management efforts related to workforce initiatives.
• Support the implementation of new tools, processes, or methodologies within the workforce management function.
• Prepare clear, visually engaging presentations and reports for internal stakeholders and leadership.
• Translate complex analytical findings into actionable business insights and recommendations.
• Work closely with Operations, Finance, and other cross-functional teams to gather data, support initiatives, and ensure alignment on workforce management objectives.
• Identify opportunities to streamline and optimize existing workforce management processes.
• Assist with the development and documentation of standard operating procedures (SOPs), frameworks, and best practices.
• Stay current on industry trends and best practices in workforce management and data analysis.

Qualifications

• Bachelor’s degree in Business, Mathematics, Statistics, Economics, Operations Research, or a related field (or equivalent experience).
• 1–3 years of experience in data analysis, business analysis, workforce management, operations, or a related field.
• Experience with data analysis tools and techniques (e.g., advanced Excel, SQL, or similar).
• Experience with data visualization tools (e.g., Tableau, Power BI, or similar) is highly desirable.
• Strong proficiency in Microsoft Office Suite, especially Excel and PowerPoint.
• Proficiency with productivity, collaboration, and project management tools (e.g., Asana, Airtable or similar).
• Strong analytical and critical thinking skills, with a keen attention to detail.
• Excellent organizational and time management skills; able to manage multiple projects and deadlines.
• Clear, concise written and verbal communication skills.
• Ability to synthesize data and present findings to various audiences.
• Collaborative team player with a proactive approach to problem-solving.

Requirements

• Generally, our compensation structure consists solely of an annual salary; we do not have bonuses.
• You choose each year how much of your compensation you want in salary versus stock options.
• The range for this role is $85,000.00 - $115,000.00. This compensation range will vary based on location.

Benefits

• Comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits.
• Paid leave of absence programs.
• Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
• Full-time salaried employees are immediately entitled to flexible time off.