Operations Analyst, Capacity Planning

Reserv • Atlanta, GA

1d • Remote

About The Position

We’re hiring an Operations Analyst, Capacity Planning to be the primary owner of forecasting customer claim volume and corresponding headcount needs across our rapidly scaling organization. In this role, you will steward our workforce 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.

Requirements

• 5+ years of experience in claims forecasting, capacity planning, analytics, finance, operations, and/or business intelligence in the insurance and claims space.
• Advanced Excel proficiency with experience in complex formulas (e.g., INDEX/MATCH), pivot tables, and data integrity checks.
• Demonstrated ability to own a complex forecasting model, maintain it, and troubleshoot issues with minimal oversight.
• Strong analytical skills with experience working with large and complex datasets or incomplete datasets and making defensible assumptions.
• Strong attention to detail with a bias toward high-quality, reliable outputs.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
• Strong organizational and project management skills, with the ability to manage deadlines across recurring workflows and coordinate with cross-functional partners.

Nice To Haves

• Preferred experience using SQL to extract, validate, and analyze operational datasets.
• Preferred exposure to actuarial concepts or actuarial experience, particularly in environments involving claims forecasting, loss trends, or insurance-related operations.

Responsibilities

• 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
• 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.
• 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

Benefits

• Generous health-insurance package with nationwide coverage, vision, & dental
• 401(k) retirement plan with employer matching
• Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
• Generous family leave policy after 8 months of continuous work
• Work from anywhere to facilitate your work life balance
• Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!
• Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role
• Work toward reducing and eliminating all the administrative work from an adjuster role
• Foster a culture of empathy, transparency, and empowerment in a remote-first environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees