Operations Lead

About this role

About the role We’re hiring an Operations Lead, Forecasting and Planning to be the primary owner of forecasting customer claim volume and corresponding headcount needs across our rapidly scaling organization, as well as to support future workstreams to tie this analysis to pricing. In this role, you will build and steward our forecasting and capacity planning process, maintain and iterate on our claims forecasting model, and partner cross-functionally with our finance, operations, and account management teams to inform critical workforce decisions.

You will ensure forecast inputs are accurate and auditable, surface meaningful insights, and support leadership decision-making to directly influence staffing strategy for hundreds of employees. This is a high-impact role at the center of how we plan, scale, and invest in our operational capacity and rigor. What you'll do Be the principal owner of capacity planning and operational volume forecasting to ensure that we are sufficiently staffed for customer programs while meeting internal productivity and efficiency targets Build repeatable and scalable process around forecasting and capacity planning Maintain and evolve our claim volume and headcount model (currently Excel-based) to reflect changing business requirements, new initiatives, and company growth.

Gather, coordinate, and consolidate data from multiple sources and internal teams on a regular basis. Prepare forecast outputs and scenario analyses to support regular workforce planning discussions. Identify and report discrepancies between projected and actual results and provide insights on utilization, capacity constraints, and risk signals. Communicate forecasting results and recommendations to stakeholders, including senior leaders and functional directors, to drive actionable insights and support decision-making.

Partner with finance to align headcount needs with budgeting and planning cycles. Partner with sales to align headcount need with sales cycles Troubleshoot complex spreadsheets and resolve breaks or formula issues quickly and with precision. Maintain clear documentation, versioning, and training materials for the forecasting process. Train other team members on model functionality and ensure shared understanding of assumptions and outputs Prepare and deploy model logic via AI and automate when possible Qualifications 5+ years of experience in claims forecasting, capacity planning, analytics, finance, operations, and/or business intelligence in the insurance and claims space.