Lead Customer Operations Analyst

The Company: Aflac, a Fortune 500 company and industry leader in voluntary insurance products, is known for its commitment to developing and empowering employees, cultivating relationships, and supporting community initiatives. This role is based in Columbus, GA, and requires onsite work at the PSA during set working hours.

About the Role

We are seeking a Lead Customer Operations Analyst to drive strategic insights, workforce planning, and performance management within Customer Operations. This role involves leading analytics initiatives, optimizing capacity, and influencing executive decision-making through data-driven storytelling.

Core Competencies for Success

• Acting with Integrity
• Communicating Effectively
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Supporting Organizational Goals
• Working with Diverse Populations

Key Skills for This Role

• Advanced analytical skills with ability to synthesize complex, multi-source data into strategic insights
• Expertise in KPI design, metric governance, and performance management frameworks
• Deep experience with workforce planning, capacity modeling, and long-term forecasting
• Advanced proficiency in BI tools (Power BI, Tableau, etc.) and strong SQL/data querying capability
• Strong business acumen with ability to align analytics to operational and financial outcomes
• Executive-level communication and data storytelling skills
• Experience leading projects or initiatives with measurable business impact
• Strong focus on data governance, quality, and scalability of solutions
• Ability to coach, mentor, and elevate analytical talent

Responsibilities

• Lead development and governance of KPI frameworks, dashboards, and reporting standards across Customer Operations
• Drive workforce planning strategy, including long-range forecasting, scenario modeling, and capacity optimization
• Partner with senior leadership to translate business strategy into measurable operational plans and performance targets
• Oversee complex analyses of staffing, productivity, cost, and service performance to identify systemic risks and opportunities
• Establish data governance standards and ensure consistency, integrity, and scalability of reporting and analytics solutions
• Lead cross-functional initiatives with Operations, Finance, and Data teams to improve efficiency and customer outcomes
• Provide thought leadership on automation, advanced analytics, and reporting innovation
• Mentor and guide analysts; establish best practices for analytical rigor, storytelling, and stakeholder engagement
• Influence prioritization of data and analytics investments in partnership with the CDO organization
• Present insights and recommendations to executive audiences to inform strategic decisions
• Perform other related duties as required

Requirements

• Bachelor’s degree in business, Analytics, or related field
• 6+ years of experience in workforce planning, data analytics, business intelligence, or related field
• Or an equivalent combination of education and experience

Preferred Qualifications

• Experience leading analytics initiatives within Customer Operations, Customer Service, or Contact Center Environments
• Advanced certification in analytics, data, or Workforce Management

Pay

The salary range for this job is $80,000 to $110,000. This range is specific to the job and considers factors such as education, experience, licensure, certifications, geographic location, and peer compensation. Compensation decisions depend on individual circumstances and may include incentive pay or benefits.

Benefits

• Medical, dental, and vision coverage
• Prescription drug coverage
• Health care and dependent care flexible spending accounts
• Aflac supplemental policies (Accident, Cancer, Critical Illness, and Hospital Indemnity offered at no cost to employee)
• 401(k) plans with opportunity to purchase company stock
• Annual bonuses
• 11 paid holidays
• Up to 20 days PTO for any reason
• State-mandated sick leave (e.g., Washington employees accrue 1-hour sick leave for every 40 hours worked)
• Other leaves of absence, including adoption and parental leave, as applicable

Aflac complies with all applicable leave laws in all states and localities.