Sr Customer Operations Analyst

DTLA Benefits; Columbus (GA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) plan

Annual bonus

Stock purchase plan

Paid holidays

PTO

Job summary

Aflac Columbus is seeking a Sr. Customer Operations Analyst to design and maintain reports, dashboards, and KPI scorecards that monitor customer operations performance in our Columbus PSA.

You will use SQL and BI tools to extract data from multiple sources, analyze staffing and volume trends, and deliver data-driven recommendations to operations leadership. This onsite role emphasizes accuracy, stakeholder management, and the ability to balance multiple priorities in a fast-paced environment.

Qualifications

• Bachelor’s degree in business, Analytics or related field
• 3+ years of workforce planning, data analysis, business intelligence or related field
• Or an equivalent combination of education and experience
• SQL Certification
• Experience supporting Customer Operations, Customer Service, or Contact Center analytics

Responsibilities

• Design, develop, and maintain recurring and ad hoc reports, dashboards, and KPI scorecards to monitor customer operations performance
• Use SQL and reporting/BI tools to extract, transform, validate, and analyze operational data from multiple sources
• Ensure accuracy, consistency, and usability of data across reporting platforms through data validation, reconciliation, and quality controls
• Analyze staffing, workload, and volume trends to support capacity planning and forecasting
• Conduct productivity, efficiency, and cost analysis to identify optimization opportunities and operational risks
• Partner with operations leadership to define metrics, interpret results, and deliver actionable, data-driven recommendations
• Support workforce planning initiatives, including headcount modeling, scenario analysis, and capacity alignment
• Document report logic, data sources, definitions, and methodologies to ensure transparency, auditability, and continuity
• Identify automation opportunities to streamline reporting processes and improve data availability
• Partner with the Chief Data Officer (CDO) organization on platforms, tools, governance, and data asset creation
• Perform other related duties as required

Skills

Strong analytical and problem-solving

Strong communication skills

Attention to detail

Stakeholder management

Multi-priority handling

Data-driven decision making

Education

Bachelor’s degree in business, Analytics or related field

3+ years of workforce planning, data analysis, BI or related field

SQL Certification

Tools

Excel

Power BI

Tableau

SQL

Job description

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Sr Customer Operations Analyst

The Company: Aflac Columbus

The Location: GA, US, 31999

The Division: Individual Benefits Operations

Job Id: 9610

Salary Range: $70,000-$90,000

Job Posting End Date: August 31, 2026

We’ve Got You Under Our Wing

We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all… The Aflac Way.

Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.

Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.

Worker Designation

This role is an onsite role. You will be required to work at the PSA in Columbus, GA during your set working schedule.

What does it take to be successful at Aflac?

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

What does it take to be successful in this role?

• Strong analytical and problem-solving skills with the ability to interpret multiple datasets
• Strong proficiency in reporting and visualization tools (e.g., excel, Power BI, Tableau, or similar)
• Solid understanding of KPI design, metric governance, and performance management
• Experience with staffing models, volume forecasting, and productivity analysis
• Able to translate data into clear insights and recommendations for both technical and nontechnical audiences
• Strong attention to detail and commitment to data accuracy and integrity
• Effective communication and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in SQL, or similar data query tools

Education & Experience Required

• Bachelor’s degree in business, Analytics or related field
• 3+ years of workforce planning, data analysis, business intelligence or related field

Or an equivalent combination of education and experience

Education & Experience Preferred

• SQL Certification
• Experience supporting Customer Operations, Customer Service, or Contact Center analytics

Principal Duties & Responsibilities

• Design, develop, and maintain recurring and ad hoc reports, dashboards, and key performance indicator (KPI) scorecards to monitor customer operations performance
• Use SQL and reporting/BI tools to extract, transform, validate, and analyze operational data from multiple sources
• Ensure accuracy, consistency, and usability of data across reporting platforms through data validation, reconciliation, and quality controls
• Analyze staffing, workload, and volume trends to support capacity planning and forecasting
• Conduct productivity, efficiency, and cost analysis to identify optimization opportunities and operational risks
• Partner with operations leadership to define metrics, interpret results, and deliver actionable, data-driven recommendations
• Support workforce planning initiatives, including headcount modeling, scenario analysis, and capacity alignment
• Document report logic, data sources, definitions, and methodologies to ensure transparency, auditability, and continuity
• Identify automation opportunities to streamline reporting processes and improve data availability
• Partner with the Chief Data Officer (CDO) organization on platforms, tools, governance, and data asset creation (managed by the CDO), ensuring adherence to Enterprise Data Governance policies
• Perform other related duties as required

Total Rewards

The salary range for this job is $70,000 to $90,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting.

At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.

Nearest Major Market: Columbus GA