Sr. Program Manager, Service Experience

What To Expect Tesla is seeking a highly motivated and organized Project Manager to join their Service Operations team. This role will own leading projects focused on customer experience within the Tesla Service operation. They will constantly be identifying opportunities to make the business more efficient while driving a customer-centric culture. The Service Operations team is in place to ensure our owners enjoy a seamless experience that is just as innovative as their driving experience. We focus on providing support to North America field service teams by partnering with them and other internal departments to achieve the highest level of service for our owners. The ideal candidate will have knowledge of the automotive industry and the understanding of the critical role that customer experience plays in ownership experience as well as brand loyalty. They will understand how our team’s work impacts other internal teams at Tesla, to ensure that our processes are aligned with Tesla’s success. They will have the capacity to work at high speed with a high-caliber team, an unwavering dedication to integrity, and a passion to build world-changing innovations. You will collaborate with cross-functional teams, analyze data, and identify opportunities for process enhancements to ensure the delivery of top-notch service to our customers while achieving financial objectives. The location for this role can be Austin TX or Palo Alto CA.

What You'll Do

• Drive customer-centric culture across all of North America service, setting customer experience objectives and communicating to field teams
• Evaluate and streamline existing service processes to enhance efficiency and reduce operational costs
• Prioritize projects, strategies and goals for improving customer experience, working closely with service field teams and cross-functional (engineering, sales, finance, supply chain) teams
• Develop and launch new products, processes, tools, and resources that drive customer experience and improve brand loyalty
• Implement feedback mechanisms to gather insights from customers and service field team members to incorporate improvements into service processes
• Analyze data trends, customer behaviors, and industry best practices to identify new opportunities and define objectives and key performance indicators for service program
• Structure pilots, track and measure results, iterate then launch solutions to drive toward customer happiness and operational efficiency

What You'll Bring

• Experience managing cross-functional projects in a global, distributed customer facing organization (ideally in automotive or hospitality)
• Experience directly leading people preferred
• Track record of driving cultural and organization changes successfully
• Impeccable organizational skills and acute attention to detail and proven ability to handle multiple projects with competing priorities
• Excellent verbal and written communication skills, capable of delivering professional presentations to executive leadership and communicating with customers directly
• Demonstrated ability to quickly grasp new concepts and proactively seek clarification when needed. Comfortable working in a complex, fluid, fast-paced, and demanding work environment. Ability to travel up to 25% of the time
• Strong ability to build and maintain positive working relationships with internal business functions globally, as well as external vendors

Benefits

Compensation and Benefits Along 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

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