Sr. Change Manager, Energy Customer Support

Description:
Tesla is on a mission to accelerate the world’s transition to sustainable energy, and the Energy Customer Support (ECS) team is pivotal in delivering exceptional service to customers using Tesla’s energy products. As a Senior Change Manager, this role focuses on driving process improvements, fostering collaboration, and championing innovative solutions to enhance customer support operations. Working closely with cross-functional teams, the position requires strategic leadership to implement automation, optimize workflows, and improve customer satisfaction through data-driven insights and Six Sigma methodologies.

Responsibilities:
Lead strategic initiatives by anticipating risks, developing contingency plans, and championing ECS priorities in cross-departmental discussions
Build strong partnerships across teams, educate stakeholders on ECS operations, and identify win-win opportunities for streamlined workflows
Identify and advocate for automation opportunities, process simplifications, and customer self-service solutions with data-backed problem statements, and conduct deep-dive analyses and root cause investigations to address operational inefficiencies and educate partners on analytical approaches
Manage complex projects by organizing actionable plans, creating urgency, and ensuring timely delivery of ECS objectives
Design and test pilot programs to evaluate new processes or solutions, ensuring measurable improvements in efficiency and quality
A strong focus on improving the CSAT score, understanding the issues for low scores and putting together a plan for improvement
Act as a trusted advisor by demonstrating professional maturity and reliability in resolving issues and driving operational excellence

Requirements:
Bachelor’s Degree in Business, Operations, or a related field, or equivalent experience

Minimum of 5 years of experience in change management, process improvement, or operations within a call center environment
Proven expertise in Six Sigma methodologies and process improvement frameworks
Extensive experience in call center operations or customer support environments
Strong analytical skills with the ability to conduct root cause analysis and leverage data for decision-making and excellent project management skills with a track record of delivering results under tight timelines
Proficiency in identifying automation opportunities and driving operational efficiency

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