Program Manager, Service Operations

Tesla is seeking a highly motivated Service Program Manager to join our North America Service Operations Team. The Program Manager will play a crucial role in developing and implementing strategies to maximize scalability and improve operational efficiency in our automotive service division. 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. This location is onsite.


Responsibilities

• Evaluate and streamline existing service processes to enhance efficiency and reduce operational costs
• Work closely with service field teams and cross-functional (engineering, sales, finance, supply chain) teams to align strategies and goals
• 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 market 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
• Conduct financial analysis to identify areas for cost reduction and revenue enhancement and provide regular reports and insights to senior management. As well as pivot as needed to address critical needs and meet deadlines with quality work

Requirements

• Experience managing cross-functional projects in a global customer facing organization (ideally in automotive or hospitality)
• Impeccable organizational skills and acute attention to detail. As well as, proven ability to handle multiple projects with competing priorities
• Excellent verbal and written communication skills, capable of delivering professional presentations to senior-level managers, 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
• Strong ability to build and maintain positive working relationships with internal business functions globally, as well as external vendors.
• Ability to travel up to 25% of the time

Compensation and Benefits
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)
• LGBTQ+ care concierge services
• 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


Expected Compensation

$68,000 - $222,000/annual salary, depending on level + cash and stock awards + benefits

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.