Support Operations Manager, Analytics & Workforce

About Tekmetric Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the Tekmetric Way At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. Role Overview We are looking for a Support Operations Manager, Analytics & Workforce to own the measurement, operating cadence, and people-systems backbone of our customer support organization. This is a high-impact, cross-functional leadership role responsible for reporting and analytics, the KPI framework, the quality-assurance program, workforce management and capacity planning, process improvement, and content and enablement across our voice and chat channels. You will own how the support organization understands its own performance — designing the dashboards and KPI framework that span voice, chat, AI, and agent quality, and translating that data into decisions leadership can act on. You will lead the workforce management function, providing direction and oversight to a Senior Workforce Manager who handles day-to-day forecasting, scheduling, and real-time execution. You will partner closely with the operations counterpart who owns the support technology stack and AI strategy — you operate within that stack as your primary data source and the systems your forecasts run on, owning the measurement and the staffing implications while they own the underlying configuration and roadmap. This role is built for someone who thinks in systems and metrics, turns large and messy datasets into clear direction, and can hold an operation accountable to its numbers. What You’ll Do Reporting, Metrics & KPIs Own the design, architecture, and maintenance of support dashboards spanning voice, chat, AI, and agent performance. Define and govern the KPI framework for the organization, including CSAT, FCR, AHT, SLA adherence, TTR, and AI containment rate. Leverage Gong and other QA data to surface call-quality trends, coaching opportunities, and process-improvement insights. Deliver regular performance reporting to leadership and present data-driven recommendations. Build unified reporting that blends AI-handled and agent-handled contact data across all channels. Own reporting configuration and data integrity within the support tools as it pertains to analytics; partner with the technology owner on the underlying system configuration. Workforce Management Lead and develop the workforce management function; provide direction, coaching, and oversight to the Workforce Manager. Define and govern WFM policies, scheduling philosophy, and operational playbooks. Set goals and performance expectations for the WFM function and hold it accountable to service-level outcomes. Translate AI deflection trends into staffing and forecasting implications, partnering with the technology/AI owner who sets the deflection strategy. Own capacity and headcount planning: project staffing needs from volume forecasts and deflection trends, distinct from day-to-day scheduling. As the team scales, build the case for and lead hiring of additional WFM analysts or operations specialists as needed. Quality Assurance Program Own the QA program end-to-end: scorecard design, calibration sessions, and sampling methodology — distinct from reading QA data for trends. Run regular calibration to keep scoring consistent across reviewers, and evolve the scorecard as products and policies change. Feed QA findings into the coaching loop, partnering with Support Managers who own the development conversations. Process Improvement & Strategy Identify operational inefficiencies and lead initiatives to improve workflows, reduce handle time, and increase deflection. Partner with Support Managers to align operational data with coaching and development programs. Own the CSAT/DSAT program end-to-end, including categorizing DSATs to separate product feedback from agent feedback and routing each to the right team. Contribute to queue architecture, routing philosophy, SLA policies, and escalation frameworks, partnering with the technology owner who builds and configures them. Content, Enablement & Knowledge Own the knowledge base and content operation — internal and customer-facing articles, comms, and the content-request workflow across teams. Establish enablement and training standards that help agents reduce handle time and find the right answer faster, including how to use the team’s AI tools. Provide operational reporting and process support to the Customer Success and Onboarding teams as a defined, scoped service. Leadership & Team Oversight Serve as the senior owner and escalation point for analytics, WFM, and process decisions. Set goals and performance expectations for the functions you own and any future operations hires. Operate as a co-equal partner to the technology and AI operations owner, with a clear shared cadence for the seams where the two domains meet. Required What You'll Bring: 5+ years of experience in support operations, contact center operations, or a related field, including time in a leadership or ownership capacity. Strong proficiency in dashboard and KPI framework design. Exceptional analytical skills with comfort working across large datasets in Excel, Google Sheets, or SQL. Experience leading or developing a workforce management function or operations team, including capacity and headcount planning. Experience owning a QA or quality program — scorecard design, calibration, and sampling. Hands-on contact center experience across voice and chat channels. Strong communication skills with the ability to translate operational data into leadership-ready insights. Background in SaaS or technology-sector contact centers. Preferred Experience with support technology stacks such as Zendesk and Intercom (including Fin) as a power user and data consumer. Familiarity with AI tools and how deflection and containment translate into staffing needs. Experience owning a CSAT program and a knowledge base or content operation. Hands-on experience with WFM and QA tooling and processes. Why You’ll Love Working With Us Health & Wellness That Have You Covered Enjoy the flexibility of remote work Competitive base salaries that reflect your value. Generous Paid Time Off, because we know you do your best work when you’re well-rested. Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones. Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families. Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp. Investing In Your Future (and Present) 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you. Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further. Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind. Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best. After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you. Keep growing with support for continuing education - we’re invested in your development. Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities! Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Tekmetric will never ask for your personal financial or banking information or require any financial commitment as part of our candidate search or application process. No job offers will be made without a formal interview process. All legitimate Tekmetric job postings are listed at tekmetric.com/careers. Recruiter communications come from @tekmetric.com email addresses. Please visit this link for further information Fraudulent Job Offers #J-18808-Ljbffr Tekmetric