People Operations Analyst

Company Overview ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/ . People Operations Analyst Location: Mountain View, CA Reports to: Manager, People Operations About the Role Are you ready to stop doing traditional, manual HR administration and start building the future of People Operations? At ID.me, we are completely reimagining how HR functions. We aren't just maintaining the status quo; we are aggressively automating routine tasks, deploying AI agents, and building a "zero-touch" operations center. We are looking for a People Operations Analyst who is part HR Generalist, part process-engineer, and entirely obsessed with the employee experience. You won't just be managing a queue of tickets. You will be actively participating in our transformation, documenting workflows, training our AI chatbots, and building self-service tools. As our AI capabilities mature and handle our Tier 0 and Tier 1 volume, your role will focus on solving complex escalations and driving critical programmatic work across the entire employee lifecycle, compliance, people analytics, and learning & development. If you want to help take a high-growth company to IPO readiness by replacing manual bottlenecks with self-driving solutions, this is the role for you. What You’ll Do Drive HR Automation & AI Enablement Build the Brain: Partner with the People Ops Manager to build and refine the Knowledge Base (KB) articles and documentation that power our internal AI chatbots, with the goal of maximizing the deflection of routine Tier 0 and Tier 1 inquiries. Process Reengineering: Help audit and automate critical HR lifecycle transactions. You will actively support our transition from manual processing to manager self-service and automated workflows across the entire employee journey. Data-Driven Insights: Support the deployment and maintenance of People Analytics reporting, ensuring that critical workforce data flows seamlessly and accurately to inform leadership decisions. Complex Escalation & Employee Support Human-in-the-Loop Problem Solving: Serve as the primary escalation point for complex, sensitive, or edge-case employee inquiries in our HR ticketing portal that require a personalized, human touch. Root Cause Obsession: You won't just close tickets, you’ll analyze them. Identify why escalations are happening and partner with the team to build permanent, automated fixes or self-service workflows to proactively address underlying issues. Program Ownership (Employee Lifecycle, Compliance & L&D) Employee Lifecycle Management: Serve as the primary steward of the employee experience from day one onward. You will support managers through key lifecycle events, manage end-to-end offboarding logistics, and provide operational support for our immigration and visa programs. PMO & Project Management: Serve as the operational coordinator for the People Team's PMO (Project Management Office). You will help keep the entire team accountable and on track with our departmental OKRs, ensuring strategic initiatives are measured and delivered on time. Compliance & Risk Management: Manage c