Program Manager II
Program Manager II
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Job Description
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 3000 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 youll be responsible for extracting actionable insight from ticket data to inform Product and Engineering priorities. Youll use a combination of traditional data analysis and cutting-edge generative AI toolsincluding prompt engineering techniquesto uncover trends emerging issues and meaningful patterns that drive better customer and business outcomes.
This is not a reporting-only roleits 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 explorationincluding 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 skillsability 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.
For more information on our privacy practices please refer to our Applicant Privacy Notice here.
Required Experience:
Manager
Employment Type
Full Time
