Tekmetric

4 weeks ago

Support Operations Manager, Analytics & Workforce

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Lead the measurement backbone of Tekmetric's customer support by designing dashboards, KPI frameworks, and QA programs; own workforce management, capacity planning, and enablement across voice and chat channels in a SaaS environment, driving data-driven decisions and scalable operations.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Sr. Manager level

Key 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.
•Lead and develop the workforce management function; provide direction, coaching, and oversight to the Workforce Manager.
•Own the QA program end-to-end: scorecard design, calibration sessions, and sampling methodology.
•Identify operational inefficiencies and lead initiatives to improve workflows, reduce handle time, and increase deflection.

Pay and Benefits

Perks:Remote WorkHealth Insurance401kPaid LeaveMaternity Leave

Key Requirements

•5+ years of experience in support operations, contact center operations, or a related field, including time in a leadership or ownership capacity.

Experience:5+ yearsSaaSTechnologyContact centers

Skills:CommunicationLeadershipAnalyticalProblem-solvingCollaboration

Languages:English

Tech Stack:SQLExcelGoogle SheetsGongZendeskIntercom

Company Brief

Tekmetric

Provides cloud-based shop management software for automotive repair businesses, offering workflow management, estimating, parts and inventory, customer communications, integrations, and analytics to streamline operations and improve shop efficiency.

Industry: Automotive

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: Lehi, United States

Founded: 2016

Website LinkedIn

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Tekmetric

4 weeks ago

Support Operations Manager, Analytics & Workforce

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Business Operations

Seniority: Sr. Manager level

Key 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.
•Lead and develop the workforce management function; provide direction, coaching, and oversight to the Workforce Manager.
•Own the QA program end-to-end: scorecard design, calibration sessions, and sampling methodology.
•Identify operational inefficiencies and lead initiatives to improve workflows, reduce handle time, and increase deflection.

Pay and Benefits

Perks:Remote WorkHealth Insurance401kPaid LeaveMaternity Leave

Key Requirements

•5+ years of experience in support operations, contact center operations, or a related field, including time in a leadership or ownership capacity.

Experience:5+ yearsSaaSTechnologyContact centers

Skills:CommunicationLeadershipAnalyticalProblem-solvingCollaboration

Languages:English

Tech Stack:SQLExcelGoogle SheetsGongZendeskIntercom

Company Brief

Tekmetric

Industry: Automotive

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: Lehi, United States

Founded: 2016

Website LinkedIn