Lead Customer Operations Analyst

Job Description

Lead Customer Operations Analyst | DTLA Benefits

The Tone:
This is an onsite role located in Columbus, GA, for Aflac, a Fortune 500 company and an industry leader in voluntary insurance products. Aflac operates with a core mission to be there for people in need, which is reflected in their commitment to developing and empowering their people, cultivating strong relationships, giving back to the community, and celebrating successes. The company has been recognized as one of Fortune’s 50 Best Workplaces for Diversity and as one of the World’s Most Ethical Companies. This Lead Customer Operations Analyst role is crucial for driving operational excellence and strategic insights within the Individual Benefits Operations division, directly contributing to Aflac’s mission of serving customers and achieving organizational goals.

The TL;DR
• Role: Full Time
• Location: In-person, Columbus, GA
• Pay: $80000–$110000 yearly
• Team: Individual Benefits Operations division
• Mission: Drive operational efficiency and improve customer outcomes using advanced analytics and strategic workforce planning.
• Tech Stack: Power BI, Tableau, SQL

What You’ll Actually Do
• KPI Leadership: Lead the development and governance of KPI frameworks, dashboards, and reporting standards across Customer Operations.
• Workforce Strategy: Drive the workforce planning strategy, including long-range forecasting, scenario modeling, and capacity optimization.
• Strategic Partnership: Partner with senior leadership to translate business strategy into measurable operational plans and performance targets.
• Performance Analysis: Oversee complex analyses of staffing, productivity, cost, and service performance to identify systemic risks and opportunities.
• Talent Mentorship: Mentor and guide analysts, establishing best practices for analytical rigor, storytelling, and stakeholder engagement.

The Must-Haves
• Background: Bachelor’s degree in Business, Analytics, or a related field.
• Experience: 6+ years of experience in workforce planning, data analytics, business intelligence, or a related field.
• Skills: Advanced analytical skills for synthesizing complex, multi-source data; 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) and strong SQL/data querying; strong business acumen to align analytics with operational and financial outcomes; executive-level communication and data storytelling; and a strong focus on data governance, quality, and scalability of solutions.
• Bonus: Experience leading analytics initiatives within Customer Operations, Customer Service, or Contact Center Environments, or advanced certification in analytics, data, or Workforce Management.