Service Operations Lead, Balkans

What To Expect
Service Operations Leads

Scope: Croatia, Slovenia, Greece, Morocco

We are open to have this position based at any Tesla South Europe location

At Tesla, our Service Operations Leads are responsible for multiple critical projects across both general service operations as well as market-level mobile service, ultimately creating a seamless experience for service customers. This role is integral to the efficient running of our service function and will directly support our mission to accelerate the world’s transition to sustainable energy.

As a Service Program Lead, you will provide in-depth, timely and collaborative project management, supporting both the Country lead and the local service operations in strategic decision making and project implementation. You will drive continuous improvements within service, as well as ensuring best practice across market processes and procedures.

To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a passion for the brand, a collaborative attitude and the ability to create exceptional experiences for both internal and external stakeholders.

What You'll Do

Successfully lead and coordinate projects affecting multiple locations or the entire market including new service offerings, new revenue streams, tools and processes

Identify and drive projects across the market to reduce costs and increase efficiency, contributing to best practice sharing and standardization across all locations

Manage planning, execution and follow-up from project assignment to completion, including lessons learned, for multiple simultaneous projects

Regularly report project progress to senior management and the Country Manager, including quality, cost and time details vs. plan

Focus on solutions and overall best for Tesla, actively engaging local stakeholders to secure ownership and results

Highlight any roadblocks or deviations from the project plan, escalating in a timely manner if further support is required

You will also be required to support further missions/projects whenever required by the business

Act as the point of coordination between local markets and EMEA business support, requesting system improvements from the field and overseeing implementation of new tools and processes across the market

Coordinate and support Mobile Service at a market level, working closely with EMEA Mobile Operations Lead and Country Manager to set the strategic direction for mobile growth within your market

Track mobile operational performance and trends at a country level, reporting this regularly to the market leads

Identify, understand and develop new mobile opportunities in your market, working with local service teams to implement these initiatives

Act as the ‘go-to’ for Mobile best practice across locations, supporting local service centers and driving process improvements where necessary to ensure Tesla standard throughout

Ensure continuous alignment between mobile teams, directing them towards established goals collaborative working and ensuring local managers are aware of these goals to best support mobile staff

Collaborate cross-functionally with key business functions including Service, Virtual, Technical Operations, Mobile Operations, and Data Analytics to help build integrated, forward-looking processes that are documented and maintained across the area you oversee

Assist field teams with recruiting new Mobile employees, including carrying out onboarding and training

What You'll Bring

In-depth knowledge of all Tesla products as well as Tesla service operations, processes, policies and vehicle repairs

Exceptional ability to demonstrate root cause analysis of problems and a solution orientated approach to these

Possess an understanding of automotive techniques related to repair and servicing of Tesla vehicles

An agile, analytical and creative mindset to problem solving attitude and driving continuous improvements

Proven experience within a customer facing function within Tesla

Previous project management experience is desirable for this position

Thrive in a fast-paced, ever-changing environment with multiple workstreams, while maintaining attention to detail

In-depth understanding of Tesla’s presence in the local market

Digitally savvy – ability to adopt and adapt quickly to new technology and systems

Exceptional organization, prioritization and time management skills are essential for success

Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers

Ability to excel in a team-based environment and achieve common goals

Able to communicate, read, and write effectively in the English language, and other local languages

Must have and continue to maintain a valid driving license and safe driving record

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