Product Manager, Customer Support Operations

Description:
Tesla seeks a Product Manager to transform customer support operations through innovative software solutions. You'll own the platform powering global support teams, partnering with Engineering, Operations, and Data teams to build capabilities that improve agent efficiency and customer outcomes. This high-impact role offers significant growth potential in a fast-paced environment that demands quick learning and creative problem-solving.

Responsibilities:
Establish product vision and roadmap for internal tools powering customer support across phone, chat, email, and service center channels
Analyze agent workflows through shadowing, interviews, and data to identify opportunities reducing handle time and improving first-contact resolution
Partner with Engineering to define requirements, scope features, and ship solutions balancing efficiency, experience, and technical feasibility
Collaborate with Data teams to establish metrics, measure impact, and validate decisions with quantitative insights
Work with Customer Support Operations to test solutions, drive adoption, and iterate based on real-world usage
Manage dependencies across competing priorities while maintaining focus on customer and agent impact
Present trade-offs and recommendations to cross-functional stakeholders and leadership, driving alignment through data-driven storytelling

Requirements:
2-5 years Product Management, Operations, or Consulting experience with strong analytical skills and customer-first mindset
Exceptional cross-functional collaboration abilities with proven track record translating technical concepts for operators and operational needs for engineers
Bias for action with comfort managing ambiguity, prioritizing ruthlessly, and making decisions with incomplete information
A proactive mindset, with a bias toward taking action based on available information and the ability to work through ambiguity
Experience working with AI in a customer support capacity a plus

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

Expected Compensation
$112,000 - $204,000/annual salary + cash and stock awards + benefitsPay 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.