This role combines operational leadership with strategic project management to elevate Tesla's Customer Support experience. The ideal candidate will lead and develop people, drive process improvement initiatives, and ensure seamless customer interactions. By leveraging data analysis, cross-functional collaboration, and hands-on engagement, the role aims to innovate and enhance Tesla's customer service operations.
Responsibilities - Manage and inspire the business process team to deliver exceptional results. Define what good looks like and build the tools to set your team up for success
- Monitor service trends and implement process improvements to exceed customer expectations. Create and drive the vision for the team and all operational improvements. Optimize workflows to enhance both customer and employee experiences.
- Analyze customer feedback and other trends to identify operational gaps and opportunities. Partner with cross-functional teams to design and implement scalable solutions. Present improvement strategies to senior leadership and adapt based on feedback
- Utilize data to uncover pain points and streamline the ownership journey for customers. Develop tools and feedback mechanisms to enhance customer and agent satisfaction
Requirements - 3+ years of leadership experience in customer service or call center operations
- Strong analytical mindset with a track record of problem-solving and driving results
- Proven ability to coach and develop teams, influence without authority, and foster collaboration
- Exceptional written and verbal communication skills for engaging diverse audiences, including executive leaders
- Bachelor's degree or equivalent experience
- Flexible availability to support operations and adapt to dynamic challenges
Compensation and Benefits BenefitsAlong with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
- Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
- Family-building, fertility, adoption and surrogacy benefits
- Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
- Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
- Company paid Basic Life, AD&D, short-term and long-term disability insurance
- Employee Assistance Program
- Sick and Vacation time (Flex time for salary positions), and Paid Holidays
- Back-up childcare and parenting support resources
- Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
- Weight Loss and Tobacco Cessation Programs
- Tesla Babies program
- Commuter benefits
- Employee discounts and perks program