Project Manager, Customer Support

Tesla is seeking a highly motivated Customer Support Project Manager to join our North America Support Business Process Team.  The Project Manager will play a crucial role in developing and implementing strategies to maximize scalability and improve operational efficiency in our automotive support experience. You will collaborate with cross-functional teams, analyze data, and identify opportunities for development enhancements to ensure the delivery of top-notch service to our customers while achieving financial objectives.

The Business Process 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 customer support teams by partnering with them and other internal departments to achieve the highest level of service for our owners.

The ideal candidate will understand the critical role that customer experience plays in ownership experience as well as an ability to break down tough operational problems into actionable solutions. They will understand how our team's work impacts other internal teams at Tesla, to ensure that our systems 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.

• Structure pilots, track and measure results, iterate then launch solutions to drive toward customer happiness and operational efficiency
• Conduct ad hoc data analyses and deep dive reporting to find actionable insights
• Partner with Business Intelligence team to develop a reporting suite that meets the needs of the business
• Partner with training teams to educate business users responsible for managing and operating business processes as well as those impacted by any process changes
• Manage multiple stakeholder partnerships to bring projects to completion and ultimately roll out across North America Support teams
• Experience managing cross-functional projects in a global customer facing organization (ideally in automotive or hospitality)
• Experience creating and sustaining customer centric company culture required
• Impeccable organizational skills and acute attention to detail. As well as, proven ability to handle multiple projects with competing priorities
• Self-starter and a quick learner who displays strong leadership skills
• Data-inclined individual, comfortable with Excel and Tableau
• Experience with change-management methodologies and a proven track record of implementation
• Ability to understand and communicate needs of all stakeholders including technical teams to ensure all needs are met. Ability to multi-task and prioritize work in a fast-paced environment and navigate through an ambiguous environment; enjoy challenges

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans > 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 Accounts) HSA Contribution when enrolled in the High-Deductible 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 (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly 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