Operations Analyst

EPITEC; Franklin (TN); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading consulting firm in Tennessee is seeking an experienced Operations Analyst to enhance service operations. The role involves overseeing vendor performance, resolving complex customer issues, and developing SOPs. Candidates must have a Bachelor's degree and at least 5 years of experience in customer service. This position is internal and requires up to 20% travel.

Qualifications

• Minimum 5 years of professional experience in customer service, consumer affairs, or related fields.
• Prior experience leading teams, training staff, and contributing to performance reviews.
• Knowledge of customer service operations, marketing, parts/service, and VCS Statement of Work.

Responsibilities

• 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).
• Audit goodwill reimbursements and ensure accuracy, timeliness, and compliance.

Skills

Analytical skills

Communication skills

Conflict resolution skills

Leadership experience

Project management

Education

Bachelor’s degree from an accredited university

Tools

Salesforce

Job description

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.

Responsibilities

• 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.

Qualifications

• 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.

Seniority level

• Associate

Employment type

• Contract

Job function

• Manufacturing and Customer Service

Industries

• Operations Consulting and Manufacturing