Customer Experience Operations Lead

3 days ago


Oakville, Ontario, Canada Tesla Full time
Job Description

Tesla is seeking a highly skilled and experienced Customer Experience Operations Lead to join our team. This role will be responsible for driving excellent results in customer service and operational efficiency in our service centers.

About the Role

The Customer Experience Operations Lead must assist in the daily operations of the Service Center to ensure outstanding results quarter after quarter, month after month, and on all aspects of customers, people, operations, and financials.

  • Exceed customer expectations by monitoring service trends and developing standards and processes to elevate the overall service experience.
  • Lead by example and prioritize team success, actively engaging in team growth and development, providing regular feedback and mentoring.
  • Understand and improve all aspects of service center performance, championing safety, efficiency, quality, and technical acumen in service operations.
  • Grasp business metrics and lead daily operations to achieve specific goals in productivity, quality, cost, and revenue/margin where applicable.
  • Embrace change and excel in high-pressure situations, exhibiting strong prioritization and time management skills, combining analytical thinking with hands-on problem-solving and a customer-service mindset.

We are offering a competitive salary range of $120,000 - $160,000 per year, depending on experience, and a comprehensive benefits package including medical, dental, and vision insurance, 401(k) matching, and paid time off.

This is a full-time position based in California, USA, and requires a valid driver's license.

Requirements

To be successful in this role, you will need:

  • Bachelor's degree or equivalent experience.
  • Prior leadership experience in a service-focused industry; automotive expertise is not required.
  • Experience leading teams and managing a diverse group of roles and responsibilities.
  • Strong and proven experience leading field, technical repair, or manufacturing teams in a fast-paced, technology-driven environment with strong customer-facing responsibilities.
  • Experience running complex processes using Lean or other techniques.
About Tesla

Tesla is a pioneering electric vehicle and clean energy company that is dedicated to accelerating the world's transition to sustainable energy. We are passionate about making a difference in the world and are committed to innovation, sustainability, and excellence in everything we do.


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