Program Manager II

About Tekion:

Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe.

Title - Program Manager II 

Department - Customer Support 

Overview:
We are seeking an experienced and forward-thinking Support Intelligence Strategist to join our Customer Support Operations team. In this high-impact role, you’ll be responsible for extracting actionable insight from ticket data to inform Product and Engineering priorities. You’ll use a combination of traditional data analysis and cutting-edge generative AI tools—including prompt engineering techniques—to uncover trends, emerging issues, and meaningful patterns that drive better customer and business outcomes.

This is not a reporting-only role—it’s about building an intelligence function that tells the story behind the data, using both structured and unstructured inputs.

Key Responsibilities:

• Export, clean, and analyze customer support ticket data from systems such as Zendesk, Salesforce, Jira, or ServiceNow.
• Identify top drivers, root causes, emerging trends, and recurring friction points through quantitative and qualitative analysis.
• Use LLMs (e.g., ChatGPT, Claude, Gemini) for advanced data exploration—including summarization, classification, clustering, and theme discovery.
• Apply prompt engineering techniques to optimize LLM outputs for insight generation, trend detection, and automation of reporting workflows.
• Develop and deliver concise, executive-ready insight reports (weekly/monthly/quarterly) that clearly identify the “so what” for Product and Engineering leaders.
• Collaborate with Engineering and Product teams to ensure findings translate into backlog prioritization and feature planning.
• Proactively tag or enrich historical support data to fill gaps and improve the quality of analysis.
• Build semi-automated workflows that combine spreadsheets, SQL, and GenAI tools to streamline ongoing analysis and trend reporting.

Required Qualifications:

• 5+ years in a data-focused role such as Data Analyst, Insights Manager, Support Analytics Lead, or Business Intelligence Specialist.
• Advanced proficiency in SQL and Excel/Google Sheets; ability to manipulate large datasets and perform custom analyses.
• Demonstrated use of generative AI tools (e.g., ChatGPT, Claude, Gemini) in an applied, work-related context.
• Experience crafting precise and effective prompts to extract high-quality outputs from LLMs (prompt engineering).
• Strong data storytelling skills—ability to translate complex data into narratives and visualizations that drive decisions.
• Experience working with customer support or product data in a SaaS or software environment.
• Ability to work independently, handle ambiguity, and communicate clearly across technical and non-technical audiences.

Preferred Qualifications:

• Experience with unstructured data and text classification (e.g., NLP, theme detection).
• Familiarity with support systems such as Zendesk, ServiceNow, or Jira.
• Knowledge of customer satisfaction and operational metrics (e.g., CSAT, FRT, NPS).
• Experience creating automated dashboards or insight workflows using GenAI, Python, or BI tools.

What Success Looks Like in 90 Days:

• A repeatable process is established to produce weekly insights and theme detection using AI-enhanced workflows.
• Ticket trends and emerging product issues are clearly identified, quantified, and prioritized for action by R&D.
• One or more prompt-driven automation solutions are live, improving the speed or quality of analysis.

Tekion is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, victim of violence or having a family member who is a victim of violence, the intersectionality of two or more protected categories, or other applicable legally protected characteristics. 

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