Operations Analyst

Pep Boys•Bala-Cynwyd, PA

About The Position

The Operations Administration Analyst plays a key role in supporting high-quality service delivery by ensuring the accuracy, consistency, and efficiency of operational processes. This role serves as a central point of coordination across corporate and field teams, providing exceptional internal customer support and helping to identify, escalate, and resolve opportunities for improvement. This role applies a quality-focused lens to all administrative and operational tasks to ensure smooth execution and a superior experience.

Requirements

Associate or Bachelor degree in business, Operations, Data Analytics or related field is preferred.
3–5+ years of experience in a business operations, sales support, or quality analytics role—preferably in the automotive retail, fixed ops, or aftermarket sector.
Proven experience in service operations or customer support
Ability to apply a holistic view of the organization i.e. (stores, field, SSC, customers)
Strong attention to detail and ability to manage multiple priorities
Comfortable working in a fast-paced, service-oriented environment
Excellent written and verbal communication skills
Strong critical thinking skills
Collaborative and proactive problem solver
Strong interpersonal and relationship building skills
Ability to work independently, and as part of a team

Nice To Haves

Experience with quality assurance practices, warranty claims, or compliance tracking is highly desirable.

Responsibilities

Operations Administration: Manage day-to-day service operations tasks including tracking requests, updating tools and systems, managing documentation, and ensuring timelines are met.
Data Accuracy & Reporting: Maintain and validate data across systems to ensure accuracy for reporting, analysis, and compliance. Assist with routine reporting and performance metrics to support decision-making.
Continuous Process Improvement: Apply quality assurance principles to operational workflows, supporting the continuous improvement of service processes and procedures.
Cross-Functional Coordination: Act as a key liaison between the Service Quality team and stores to address inquiries, provide timely follow-ups, and ensure a seamless flow of communication and information.
Customer and Vendor Support and Communication: Act as a liaison between customers, service teams, and vendors to ensure the seamless delivery of services. Address any concerns and follow up on service status.
Compliance and Quality Assurance: Ensure adherence to company policies, industry regulations, and quality standards in all operational activities. Assist with audits and implement corrective actions when necessary.
Proactive Internal Customer Support: Deliver exceptional internal service by anticipating needs, resolving issues quickly, and maintaining a solutions-oriented approach in all interactions.
Documentation & Knowledge Management: Maintain up-to-date process documentation and standards to ensure consistency and accessibility for the broader team.
Other duties as assigned