Support Operations Manager, Analytics & Workforce

About the role

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.

Responsibilities

• 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 expectat

Benefits

Additional Information

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. But we're not just building software. We're building a movement. 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. At Tekmetric, great work happens anywhere, but great teams are built through intentional connection . We offer hybrid and remote work models based on your proximity to our office hubs. Because we value in-person collaboration, travel is an expected part of every role. We come together several times a year for team and company-wide offsites to align on goals and strengthen relationships. Attendance at these events is expected and fully supported.

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