Support Operations Manager, Analytics & Workforce
About reputed company reputed company is the reputed company-in-one, reputed company-based platform helping auto repair shops run smarter, grow faster, and serve customers reputed company. Built by a shop reputed company and shaped by the needs of the industry, reputed company brings together innovation, reputed company-world experience, and a thriving community to help shops reputed company - 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, reputed company has grown from a single shop’s reputed company to the industry’s leading solution - reputed company by staying true to our values of transparency, reputed company, innovation, and a service-first reputed company. But we’re not just building software. We’re building a movement. We’re empowering repair shops to reputed company above the daily grind, create meaningful connections with their customers, and reputed company the industry reputed company - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the reputed company Way At reputed company, we’re building a culture where winning matters - not for ego, but because reputed company 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 reputed company in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel reputed company 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 reputed company, and challenge assumptions (even your manager’s). This is a reputed company for builders, not bystanders. reputed company here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and reputed company results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to reputed company reputed company goals. Be yourself, stay mission-focused, and you’ll reputed company. If that energizes you, we can’t wait to meet you. At reputed company, great work happens reputed company, but great teams are built through intentional reputed company. 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.
About the Role
We are looking for a Support Operations Manager, Analytics & Workforce to own the measurement, operating reputed company, 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 reputed company, the quality-assurance program, workforce management and reputed company 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 reputed company that span voice, chat, AI, and agent quality, and translating that data into reputed company leadership can reputed company. You will reputed company the workforce management function, providing direction and reputed company to a Senior Workforce Manager who handles day-to-day forecasting, scheduling, and reputed company-time execution. You will partner closely with the operations reputed company who owns the support technology stack and AI strategy — you operate reputed company that stack as your primary data reputed company 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 reputed company for the organization, including CSAT, FCR, AHT, SLA adherence, TTR, and AI containment reputed company. reputed company reputed company 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 reputed company reporting that blends AI-handled and agent-handled contact data across reputed company channels. Own reporting configuration and data reputed company reputed company the support tools as it pertains to analytics; partner with the technology reputed company on the underlying system configuration. Workforce Management reputed company and reputed company the workforce management function; provide direction, coaching, and reputed company 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 reputed company who sets the deflection strategy. Own reputed company 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 reputed company 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 reputed company scoring consistent across reviewers, and evolve the scorecard as products and policies change. Feed QA findings into the coaching reputed company, partnering with Support Managers who own the development conversations. Process Improvement & Strategy Identify operational inefficiencies and reputed company 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 reputed company who builds and configures them. Content, Enablement & Knowledge Own the knowledge reputed company 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 reputed company and reputed company teams as a defined, scoped service. Leadership & Team reputed company Serve as the senior reputed company and escalation reputed company for analytics, WFM, and process reputed company. 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 reputed company, with a clear shared reputed company for the seams where the two domains meet. What You'll Bring: Required 5+ years of experience in support operations, contact center operations, or a reputed company field, including time in a leadership or ownership reputed company. Strong proficiency in dashboard and KPI reputed company design. Exceptional analytical skills with comfort working across large datasets in reputed company, reputed company Sheets, or SQL. Experience leading or developing a workforce management function or operations team, including reputed company 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-reputed company insights. Background in SaaS or technology-sector contact centers. Preferred Experience with support technology stacks such as reputed company and reputed company (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 reputed company 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 reputed company salaries that reflect your value. Generous Paid Time Off, because we know you do your best work reputed company 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, reputed company, 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 reputed company. 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 reputed company 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 reputed company your space work for you. reputed company 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! reputed company is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or reputed company, ethnicity or national reputed company, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that reputed company 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 reputed company essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. reputed company 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. reputed company legitimate reputed company job postings are listed at reputed company.com/careers. Recruiter communications come from @reputed company.com email addresses. Please visit this link for further information Fraudulent Job Offers Apply To This Job