Service Operations Manager

2 weeks ago


Houston, Texas, United States Tesla Full time
Drive Excellence in Customer Service and Operations

Tesla's Service Operations Managers are responsible for delivering exceptional results in customer service and operational efficiency in our service centers. This role requires a strong leader who can drive outstanding performance in all aspects of customers, people, operations, and financials.

Key Responsibilities:
  • Exceed customer expectations by developing standards and processes to elevate the overall service experience
  • Lead by example, prioritize team success, and actively engage 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, lead daily operations to achieve specific goals in productivity, quality, cost, and revenue/margin where applicable
  • Embrace change, excel in high-pressure situations, exhibit strong prioritization and time management skills, and combine analytical thinking with hands-on problem-solving and a customer-service mindset
  • Act in the best interest of Tesla, advocate for customers and team success, and demonstrate a passion for Tesla's mission, people, and customers
  • Technical acumen is required - you must develop a knowledge of all Tesla products, service systems, processes, and procedure
Requirements:
  • 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
  • Valid driver's license required
Benefits:
  • Competitive pay
  • Aetna PPO and HSA plans with $0 payroll deduction
  • Family-building, fertility, adoption, and surrogacy benefits
  • Dental and vision plans with options at $0 paycheck contribution
  • Company-paid HSA contribution when enrolled in the High Deductible Aetna medical plan with HSA
  • Healthcare and Dependent Care Flexible Spending Accounts (FSA)
  • LGBTQ+ care concierge services
  • 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
  • Employee Assistance Program
  • Sick and Vacation time (Flex time for salary 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


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