Lead Customer Operations Analyst

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

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