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Kia America · 2 months ago

Service Operations Analyst

Irvine, CA

Full-time

Onsite

Entry, Mid Level

$62K/yr - $83K/yr

1+ years exp

Kia America is redefining value in the automotive industry and is looking for a Service Operations Analyst to enhance the customer ownership experience. The role involves providing operational support, data analysis, and vendor support to improve service satisfaction and retention for Kia customers and dealerships.

Automotive

Responsibilities

Provide operational support and analysis to KUS Service Operations leadership in administering the service satisfaction tracking program and responses to field/dealer inquiries. This includes, but is not limited to, performing data analysis to support Service Satisfaction Survey (SVS), CSI, and other initiatives intended to improve service retention and dealer profitability

Responsible for creating SOWs, MSAs, NDAs, EADS and submission of Legal requests (LDAR). Collaborate with KUS Legal, IT (HAEA) and internal stakeholders to lead document creation from initial draft to final version, enabling department teams to proceed with next steps in new business development or program extensions

Supports key business functions by supporting the Fixed Operations Business Plans & Field Assignments

Support the development of Field Training Materials

Accountable for all Carlisle Survey data collection and submission (NASB, EVAB, and misc. surveys) and Carlisle Survey summaries

Tasked with full project leadership to create / enhance Power BI Dashboards and provide deep-dive analysis into actionable insights, including but not limited to the Service Capacity Dashboard and Kia Connect Alert Dashboard. This key job requires a high degree of independent work, open communication with multiple field team members to explain the data and calculations behind all metrics (act as a key resource / SME), and complex problem-solving to identify and correct errors in the dashboard and data sources

Provide reporting and analytical support for service programs ( i.e. Express Service, Extended Roadside Assist, Prepaid Maintenance) and additional service capacity initiatives to quantify the impact on SVS and service retention

Lead all Service Lane Technology (SLT) enrollment tracking & utilization reporting due monthly to KUS management, KHQ, and Field teams

Collaborate with external SLT business partners in the aggregation of monthly data into all KUS SLT reports

Accountable for ensuring data accuracy by identifying and resolving issues, while meeting strict deadlines that multiple teams rely on to advance upstream projects and reporting

Assist in administration and oversight of the Kia Service Elite program and other vendor programs (as needed). This includes oversight and auditing programs, and field communications on quarterly awards and incentives program status to support the Field Ops Mgr. and Sr. Mgr. Service Operations

Perform other duties and assignments as necessary to support ongoing service survey integrity measures, customer service experience improvement and aftersales business development needs

Qualification

Data analysisExcelPower BIAutomotive experienceCustomer serviceLegal documentationAnalytical skillsProject leadershipCommunication skillsDetail-oriented