Service Operations Analyst

General Summary

The Service Operations Analyst provides critical support to a team responsible for supporting and improving the Kia ownership experience in aftersales, customer satisfaction index (CSI), and service retention. This position will assist in various Service customer satisfaction and retention projects impacting Kia America, Inc. (KUS) customers, dealerships, and regional field teams. The Analyst administers the service satisfaction tracking program, conducts data analysis, and provides vendor support.

This position is instrumental in supporting the Fixed Operations Business Plans, including launch support and reporting results vs plan on a quarterly, half year, and annual basis to help Service Operations management and Field teams track progress. This position will be responsible for all Ducker Carlisle Survey data gathering and creating summaries of all survey results to advise management. This position will be responsible for creating legal requests (NDA, SOW, MSA, EAD) as needed to support Service Ops and Business Development activities.

The Analyst must be well organized, detail-oriented, analytical, and able to handle multiple tasks and priorities to meet deadlines.

Priority One – 30%

• 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.

Priority Two – 25%

• 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.

Priority Three – 25%

• 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.

Priority Four – 10%

• 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.

Priority Five – 10%

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

• BA/BS degree in business or equivalent experience

• 1-3 years of data analysis role required, with 1-2 years of corporate administrative experience required
• Field team and/or…