Program Manager, Service Operations

Description:
Tesla is seeking a highly motivated Service Program Manager to own and transform the Customer Scheduling Flow for our North America Service Operations Team. The Service Operations team ensures Tesla owners enjoy a seamless service experience that matches the innovation of their vehicles. We partner with North America field teams and internal departments to deliver the highest level of service while supporting Tesla's operational and financial goals.
This is a dedicated, high-impact role focused on two critical objectives: Reducing the Tesla-initiated cancel/reschedule rate and simplifying the end-to-end scheduling experience for customers and internal teams.

Responsibilities:
Serve as the dedicated program manager accountable for customer scheduling performance metrics, with a primary focus on reducing Tesla-initiated cancellations and reschedules
Conduct deep-dive analyses to identify why cancellations and reschedules occur—whether due to parts availability, technician capacity, system limitations, or communication gaps
Structure pilots, define success criteria, track results, iterate quickly, and scale successful interventions across North America
Identify friction points in the scheduling flow and partner with Product, Engineering, and Field teams to streamline the process
Partner with Business Analytics to develop dashboards that provide real-time insight into scheduling health and cancellation drivers
Manage stakeholder relationships across Service Operations, Field Leadership, Parts, Logistics, and Technology teams to remove blockers and ensure coordinated execution
Partner with Training teams to educate field users on new processes and tools; ensure changes are understood and sustained. Balance operational realities with an unwavering focus on customer experience; represent the voice of the customer in all decisions

Requirements:
3+ years of experience managing cross-functional programs in a customer-facing organization (automotive, logistics, hospitality, or similar industries preferred)
Proven track record of solving complex operational problems with measurable results
Comfortable diving into data, identifying patterns, and translating insights into action (Excel proficiency required; SQL or BI tools a plus)
Experience driving process changes through ambiguity and ensuring adoption at scale
Ability to manage multiple workstreams, competing priorities, and tight timelines without sacrificing quality. Skilled at building relationships and driving alignment across HQ and Field teams with varying priorities
Self-starter who thrives in fast-paced, high-accountability environments. Deep understanding of how operational decisions impact the customer experience
Willingness to travel up to 25% of the time to engage with field teams and observe operations firsthand

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