Service Operations, Program Manager

Description:
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 optimizing our customer communication channels to deliver a holistic, consistent experience across every touchpoint. You will drive immediate business impact by ensuring our diverse communication pathways—from digital to in-person interactions—work seamlessly together to meet customer needs.

This role requires strong cross-functional collaboration to align systems improvements across teams and integrate feedback rapidly into actionable solutions. You will analyze data, identify opportunities for channel enhancements, and ensure that every customer conversation reflects Tesla's commitment to innovation and excellence.
The Service Operations team ensures 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 understand that customers engage with Tesla through multiple communication channel types—and that consistency across these channels is critical to ownership satisfaction. They will have an ability to break down tough operational problems into actionable solutions with measurable, near-term results. They will understand how our team's work impacts other internal teams at Tesla and 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.

Responsibilities:
Own customer communication channel strategy, ensuring unified and consistent experience across all channel types (digital, phone, in-app, in-person)
Drive cross-functional collaboration with Engineering, Product, IT, and Field teams to prioritize systems improvements that enhance channel performance
Integrate customer and field feedback into channel optimization initiatives, establishing continuous improvement loops
Structure pilots, track results, iterate quickly, and launch solutions to drive immediate impact on customer happiness and operational efficiency
Document and analyze communication workflows to identify friction points, gaps, and opportunities for channel alignment
Conduct ad hoc data analyses and partner with Business Analytics to develop reporting on channel performance and customer experience metrics
Manage multiple stakeholder partnerships to deliver projects across North America Service teams while advocating for seamless omni-channel experiences

Requirements:
Experience managing cross-functional projects in a global customer-facing organization (ideally automotive, hospitality, or tech) with proven track record of delivering measurable results
Experience with multi-channel communication strategies and understanding of how different channels impact customer experience
Strong ability to synthesize feedback from multiple sources (customers, field teams, data) and translate into systems improvements
Impeccable organizational skills and attention to detail, with ability to handle multiple projects with competing priorities
Data-driven mindset; comfortable with Excel and analytics tools
Experience with change-management methodologies and ability to communicate effectively with technical and non-technical stakeholders
Self-starter who thrives in fast-paced, ambiguous environments; travel up to 25%

Compensation & Benefits:
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