Product Manager - Owner Experience Service & Support

What To Expect
The Owner Experience product team is in place to provide a revolutionary ownership experience to our customers, and our automation, service and support efforts are a core pillar of that vision. Tesla is seeking a highly motivated and organized Product Manager to join the Owner Experience Team. The service and support Product Manager will be responsible for creating the next generation of the Tesla Service and Support customer experience. In this role, you will engage with customers across service and support experiences and strive to create an intuitive, self-service approach that gives customers resolution to their concern and issue as quickly and with as little investment as possible within our systems. You will be responsible for supporting the support and service product lines, and work with engineers and designers across the country to help us reach our future state. You will find a way to isolate customers who need different types of experiences and provide the most satisfying customer experience to each customer, all while decreasing internal time spent per case and visit.

In this role, you will ensure the success of existing and new initiatives by partnering with service and customer support business stakeholders, Tesla leadership and various engineering teams to develop and meet all necessary requirements and drive adoption in the field upon completion.

Expectations 

Strategic – Manage where we are and where we are going simultaneously. Don’t accept things as they are, but strive for the very best from a first principles perspective

Effective Communicator – You will effectively communicate clear goals, responsibility, performance,

expectations and feedback through the entire lifecycle of simultaneous model improvements You are

the point person for all stakeholders and are able articulate each party’s requirements, and can

motivate others to see the best in each other.

Lead by Example – You operate with a can-do attitude and are a driving force to see tasks through to

completion. You see the best in people and find ways to leverage the strengths of others to ensure all outcomes are greater than the sum of their parts.

Problem Solver – You can identify potential risks and navigate to find a suitable solution. You are

creative and apply a first principles approach to problem solving. You are diligent and creative in finding the best solution for the program and the company.

Hard worker – You learn and are willing to step in on the execution of work as need to support timelines and deliverables

What You'll Do

Support the service scheduling and repair flow in the Tesla App, from when an appointment is created through billing and closure

Understand the differences between service, roadside and customer support entry points and organizations, and work through the appropriate and consistent customer flows for each

Perform continuous customer interviews, data analysis and market research to ensure we create the absolute best customer experience in the industry

Solve cases of customers whose experience did not match product intent, and design products to simplify and reduce corner cases

Leverage existing relationships and create new ones where necessary to do more with less

Have an intuitive sense for when an issue could impact multiple customers, and learn enough to chase issues down while involving engineering where necessary

Provide and interview internal users to design all customer touchpoints to be low overhead internally, and perfect for customers

Understand the structure of automation and the NLP guiding it

Be scrappy: test assumptions, learn the work, and be willing to step in when necessary to ensure deliverables and timelines are met

Review existing KPIs and analytics, find and create new ones as needed, and track weekly, monthly, and long term progress

Effectively handle multiple priorities to meet all objectives and deadlines

Keep confidential information to yourself, and exercise sound business judgement

What You'll Bring

Experience in the automotive service industry and/or customer service focus is a plus

Experience with excel required

Able to understand system information flow and data structures and able to create lasting relationships

Diligent troubleshooter, customer first mindset and first principles mindset

2+ years’ experience working in product, project, program management or analytics

Proactive and assertive leadership abilities and keen decision-making

, Tesla