People Team Analyst

Insomnia Cookies is a global bakery and delivery brand headquartered in Philadelphia, focused on delivering a strong employee experience alongside its fast-growing operations. The People Team Analyst will support and elevate People Team shared services by owning leave of absence administration, handling escalations, and driving continuous improvement initiatives. The role serves as a subject matter resource to improve HR operations, service delivery, and process excellence.

• Administer and manage the full lifecycle of leave of absence cases, ensuring compliance with federal, state, and local regulations.
• Serve as the primary point of contact for complex or escalated leave cases.
• Partner with employees, managers, and third-party administrators to ensure a smooth leave experience.
• Maintain accurate records and ensure timely communications and documentation for leave cases.
• Handle escalated employee inquiries from the People Team ticketing system (FreshDesk) with high care and accuracy.
• Identify inquiry trends and recommend solutions to improve service delivery.
• Maintain and enhance knowledge base resources and response templates to improve efficiency and consistency.
• Ensure service level expectations are met and continuously improved.
• Identify opportunities to streamline People Team processes and improve workflows.
• Create and implement standardized response templates and documentation.
• Partner with cross-functional teams to enhance HR systems and tools.
• Support reporting and analysis related to People Team operations and service trends.
• Provide guidance and mentorship to the People Team Specialist role.
• Act as a resource for onboarding and unemployment processes, providing support and backup as needed.
• Assist in training new team members on systems, processes, and best practices.

• 3+ years of HR or People Operations experience.
• Strong experience with leave of absence administration and compliance.
• Experience handling escalated employee relations or HR support issues.
• Workday experience preferred.
• Demonstrated ability to improve processes and drive operational efficiency.
• Working knowledge of onboarding and unemployment processes.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication skills with a focus on employee experience.
• Comfortable working with HR systems, ticketing platforms, and reporting tools.

• Collaborative, people-first culture.

• Opportunities to influence and improve HR operations at scale.

• Role focused on meaningful impact on employee experience and process excellence.

• Perk: warm, delicious cookies.