Project Manager, Customer Support

Tesla is seeking a dynamic problem solver to join our North America Support team. As Tesla continues to scale, the Program Manager will dive into critical challenges facing the Customer Support teams to drive a seamless ownership experience for customers and improve operational processes. You will analyze data, identify the root cause behind customer contacts, and break down silos to partner closely with cross-functional teams across Tesla to drive the business forward.

Responsibilities

• Develop new processes that streamline the ownership journey for customers and improve daily workflows for customer support agents
• Implement feedback mechanisms to gather insights from customers and incorporate improvements into Tesla standards
• Shadow and build relationships with customer support agents to understand the business and challenges in their day-to-day work
• Analyze data to identify business trends and common pain points for customers
• Work closely with stakeholders across Tesla and jointly drive projects to improve the Customer Support business
• Analyze market trends, customer behaviors, and industry best practices to identify opportunities to take the business to the next level
• Present proposals to improve the business to senior leaders across Tesla and adjust strategy based on feedback

Requirements

• Analytical mindset and courage to question the status quo - ability to ask structured questions and quantify impact if you recognize an opportunity to improve
• Relentless drive for excellence that stands out among peers, regardless of background
• First-principles thinking to find creative solutions to previously unsolvable problems
• Ability to influence and build relationships without authority, from front-line agents to executive leadership
• Low ego and hunger to learn, able to connect with anyone and roll up your sleeves to do whatever is needed to help the team
• Excellent verbal and written communication skills, capable of delivering professional presentations to senior-level managers, executive leadership and communicating with customers directly
• Bachelor's degree, or equivalent experience

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