Privacy Support Analyst

Role overview

Privacy Support Analyst at Gen

The Fulfillment Operations Analyst plays a key role in ensuring customers receive the right products, entitlements, and communications at the right time.

This role sits within Consumer Services & Inside Sales (CSIS) and partners closely with support, sales IT, and external vendors to keep fulfillment and Executive Privacy workflows accurate, timely, and scalable as we grow.

You’ll own day-to-day monitoring of fulfillment and removal processes, investigate and resolve issues, and use both traditional analytics and AI-powered tools to recommend improvements that reduce defects and re-work.

You are comfortable using AI assistants for research, documentation, and analysis while maintaining strong human judgment and quality control.

Responsibilities

• You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage.
• Monitor end-to-end order, entitlement, and fulfillment workflows to ensure on-time, accurate delivery for Executive Privacy and consumer customers.
• Own day-to-day execution of Executive Privacy removal strategies , including monitoring, auditing, and quality checks to ensure high-quality outcomes and thorough due diligence.
• Systematically remove personal data from online sources, working your task queue in line with standard turnaround times and fulfillment SLAs.
• Triage and resolve fulfillment and removal defects (e.g., incorrect products, missing entitlements, failed removals), coordinating with CS, Sales, Tech/Ops, and Account Managers as needed.
• Leverage AI-enabled tools (e.g., AI assistants, AI features in spreadsheets/BI tools) to accelerate research, data analysis, and documentation while ensuring accuracy and compliance with internal guidelines.
• Support new product, offer, and campaign launches by validating fulfillment and removal flows, test cases, and data mappings before and after release.
• Create and maintain process documentation, playbooks, and runbooks for common fulfillment and Executive Privacy scenarios and edge cases.
• Complete ad-hoc assignments related to client removals and campaign fulfillment as needed.
• Surface data-driven recommendations to simplify processes, reduce manual work, and improve the customer experience.
• Collaborate with internal and external partners where fulfillment steps touch third-party platforms.
• About You
• Experience in operations, fulfillment, order management, privacy/removal services, or business operations in a SaaS, e-commerce, or subscription-based environment.
• Proficiency with internet browsers and Microsoft Office Suite; comfortable learning new tools and systems quickly.
• Experience using AI/automation tools (e.g., AI assistants, AI features in spreadsheets/BI tools, knowledge-management search) to improve productivity, analyze data, or draft/process documentation, with strong human review.
• Excellent consulting, written, and verbal communication skills; able to explain complex topics clearly to both internal partners and clients.
• Strong analytical, problem-solving, and organizational skills, with experience working with data in Excel/Sheets and/or BI tools.
• Proven ability to multitask and prioritize a high volume of tasks across multiple accounts while maintaining exceptional attention to detail.
• Demonstrated ability to stay calm, professional, and solutions-oriented under pressure and tight deadlines.
• Track record of collaborating effectively across teams (support, sales, Account Management, IT, vendors) and influencing without direct authority.
• Comfortable working in a fast-paced, ticket- and documentation-driven environment.
• Experience in consumer support, inside sales, privacy operations, or CS operations .
• Familiarity with tools such as Salesforce, ServiceNow/Jira, and contact center platforms.
• Experience applying AI or advanced analytics to operations (e.g., queue prioritization, root-cause analysis, or process optimization).
• Background in continuous improvement (Lean, Six Sigma, or similar) and process mapping.
• Prior experience in subscription, entitlement, or digital product fulfillment.
• What's Next...
• TA Screening Call
• Tech Interview
• Interview & Discussion- Hiring Manager (Virtual or face-to-face)

Employment details

• Location: IND - Chennai

About the employer

• About Gen
• At Gen, we are scrappy and relentlessly customer driven.

Benefits

• Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.

Additional role details

• Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more.
• Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives.
• We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.
• When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.
• We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team.
• If this sounds like you, we’d love you to be part of Gen.