Note: The job is a remote job and is open to candidates in USA. Tekmetric is an all-in-one, cloud-based platform helping auto repair shops run smarter and grow faster. The Support Operations Manager, Analytics & Workforce will oversee the measurement and operating cadence of the customer support organization, focusing on reporting, workforce management, quality assurance, and process improvement.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
Benefits
- 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.
- 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.
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