Program Manager, Residential Customer Experience
Description
Tesla’s Energy & Charging Services organization operates and maintains deployed assets including North American residential & commercial solar, global behind-the-meter & front-of-meter storage, and global electric vehicle charging infrastructure. The mission of the organization is to maximize fleet health and delight our customers while minimizing the cost of maintaining the fleet.
The Residential Service Quality team partners with the Operations organization to improve customer experience metrics by identifying causes/ trends, developing improvement solutions with Engineering, and implementing global changes. Example customer experience measures include customer satisfaction surveys after support interactions and net promoter scores at operational milestones. Additional responsibilities include randomized desktop audits of interactions to provide agent-level feedback to customer support supervisors, with a focus on field service & scheduling.
The Residential Energy Service Operations Programs team is embedded in daily operations, supporting both near-term execution and long-term planning. Team members are expected to partner closely with the business to analyze technical data, provide recommendations, and lead cross-functional decision-making and implementation of the recommendations.
Responsibilities
- Project manage customer surveys and develop experience insights: configure ad hoc or recurring surveys, analyze responses, and synthesize recommendations for leadership
- Standardize categorization of customer experience problems, including tools and methodologies to audit feedback. Contribute to training content, including new features.
- Review customer surveys to categorize observed symptoms, identify root causes, and recommend suggested changes to improve customer experience
- Perform call monitoring and assessment of call center interactions. Offer suggestions for process improvement to foster exceptional customer experience
- Track performance metrics, prioritize top issues and drive continuous improvement activities with cross-functional teams
Requirements
- Bachelors degree in Business, Engineering, and/or other quantitative and technical fields, or equivalent experience
- Technical understanding of solar systems and energy storage systems
- Experience and understanding of customer service, technical support, and engineering environments
- Fluent with common Microsoft office programs (Word, Excel, PowerPoint)
- Ability to independently make decisions, prioritize workflows according to multiple criteria, and solve problems with limited direction
- Excellent analytical and problem-solving skills, with the ability to manage complex information and make data-driven decisions
- Highly organized, self-driven, and highly reliable. Attention to detail and follow through on execution of tasks. Structured and professional written and verbal interpersonal communication skills
Compensation and 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