Lead Customer Operations Analytics & Forecasting

DTLA Benefits; Columbus (GA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Prescription drug coverage

Health care flexible spending

Dependent care flexible spending

Aflac supplemental policies (no-cost)

401(k) plans

Annual bonuses

Stock purchase option

11 paid holidays

Up to 20 days PTO

Sick leave (varies by state)

Job summary

Aflac Columbus is seeking a Lead Customer Operations Analyst to drive KPI governance, dashboards, and workforce planning for the Individual Benefits Operations division. You will collaborate with senior leaders to translate strategy into measurable targets and oversee analyses of staffing, productivity, and service performance.

The role emphasizes data governance, advanced analytics, and executive-level storytelling to influence decisions. Onsite work at the PSA in Columbus, GA is required.

Qualifications

• Bachelor’s degree in business, analytics or related field.
• 6+ years of experience in workforce planning, data analytics, business intelligence, or related field.

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.

Skills

Advanced analytical skills

KPI design

Workforce planning

BI tools (Power BI, Tableau)

SQL/data querying

Business acumen

Data storytelling

Project leadership

Data governance

Education

Bachelor's degree in business/Analytics

6+ years in workforce planning/data analytics/BI

Tools

Power BI

Tableau

SQL

Job description

Aflac Columbus is seeking a Lead Customer Operations Analyst to drive KPI governance, dashboards, and workforce planning for the Individual Benefits Operations division. You will collaborate with senior leaders to translate strategy into measurable targets and oversee analyses of staffing, productivity, and service performance.

The role emphasizes data governance, advanced analytics, and executive-level storytelling to influence decisions. Onsite work at the PSA in Columbus, GA is required.