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Service Operations Analyst

Date: May 10, 2023

Location: Irvine, California, US, 92606

Company: Kia America, Inc.

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and time off starting at 14 days per year. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.




This role is responsible for support of the overall Kia ownership experience in aftersales, resulting in high CSI and service retention.  This position will assist in various facets of service customer satisfaction and retention projects impacting Kia America, Inc. (KUS) customers, dealerships, and regional field teams.  Specifically, supporting the administration of the service satisfaction tracking program, including data analysis and vendor support. The role will track, trend, and report service survey appeal submissions and manage correspondence between Regions & Service Operations, and other stakeholders as necessary. This position must be well organized, detail-oriented, analytical, and able to handle multiple tasks and priorities to meet given deadlines.

Major Responsibilities

1st Priority - 30%   

Provide support and analysis to KUS Service Operations team, specifically National Manager and Sr. Customer Satisfaction Manager, in administering the service satisfaction tracking program and response to field/dealer inquiries.  This includes, but is not limited to, performing data analysis to support achieving KSI (Kia Service Index), CSI (Customer Service Index), and other initiatives in Service Retention and Dealer Profitability.

2nd Priority - 20%

Review service survey appeals for removal or reinstatement, providing recommended actions and response to the Regions/Field for each appeal. This will require thorough comprehension of KUS’ service survey process, understanding the KUS Survey Guidelines, and an ability to cross-reference other data sources.  Further, monitor and identify potential manipulation, tampering, and outlying patterns of service surveys by Dealers or Dealership employees by examining service survey and other data. Analyze and calculate potential impact on KPIs and program payouts. Track and communicate resolution with all applicable stakeholders.

3rd Priority - 20%

Assist in administration and oversight of the Kia Service Elite program and other vendor programs (as needed).


4th Priority - 20%

Provide reporting and analytical support for service programs (Express Service, Service Lane Technology, and additional service capacity initiatives) to quantify the impact on CSI and service retention. 


5th Priority - 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 or equivalent experience is preferred.

Overall Experience

  • Automotive manufacturer experience preferred.

  • Related customer service satisfaction, consumer affairs, dispute resolution or similar knowledge/experience desired.

Directly Related Experience

  • Two years with a data analysis role required, with one-year corporate administrative experience preferred.

  • High experienced with Excel for data collection, analysis, and reporting.

  • Regular data collection and reporting for service survey appeals tracking.

  • Proficiency in summarizing findings and recommendations.

  • Ad hoc reporting.


Strong PC Skills: Microsoft Office Tools: Word, Excel, Power Point and Office 365.
Power BI experience is preferred (not required).
Exceptional written skills needed to prepare clear and concise documents and reports.


CHALLENGE - Solving Complex Problems
CUSTOMER - Serving Customers
COLLABORATION - Building and Supporting Teams
GLOBALITY - Showing Community and Social Responsibility
PEOPLE - Interacting with People at Different Levels

Pay Range

$52,297.00 - $68,019.00 

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.


Equal Employment Opportunities

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law.  KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices.  The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.


Disclaimer:  The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles

Job Segment: Operations Manager, Data Analyst, Business Development, Operations, Data, Sales, Automotive