Operations Analyst

Epitec is seeking an experienced Operations Analyst to join our automotive client's team. As an Operations Analyst, the candidate will play a pivotal role in overseeing vendor performance, resolving complex customer issues, and collaborating across departments to enhance service operations. You'll play a key part in shaping processes, training teams, and ensuring compliance.

• Up to 20% travel required for this position (Local, Regional, National)
• This a long-term, on-going W2 contract
• This is an onsite position
• Oversee vendor performance and ensure alignment with KPIs and company policies.
• Resolve escalated customer cases in collaboration with legal and internal departments.
• Develop and update Standard Operating Procedures (SOPs) via Salesforce.
• Analyze vendor data and initiate corrective actions to improve customer experience.
• Audit goodwill reimbursements and ensure accuracy, timeliness, and compliance.
• Coordinate training and remediation for vendor teams.
• Conduct agent performance evaluations and support a positive work environment.

• Education
  :
  Bachelor’s degree from an accredited university (required).
• Experience
  :
  Minimum 5 years of professional experience in customer service, consumer affairs, or related fields.
• Leadership
  :
  Prior experience leading teams, training staff, and contributing to performance reviews.
• Strong analytical, communication, and conflict resolution skills.
• Proficiency in workflow and project management.
• Knowledge of customer service operations, marketing, parts/service, and VCS Statement of Work.

• Associate

• Contract

• Manufacturing and Customer Service

• Operations Consulting and Manufacturing