Support Operations Manager, Analytics & Workforce
About the role
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.
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.