Lead Customer Operations Analyst

Salary Range: $80,000-$110,000

Job Posting End Date: August 6, 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?

• 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 

Education & Experience Required

• 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

Education & Experience Preferred

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

Principal Duties & 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

Total Rewards

The salary range for this job is $80,000 to $110,000. 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.