המקום בו המומחים והחברות הטובות ביותר נפגשים
Tesla Sr. Project Manager Customer Support Analytics United States, Utah, Draper 266116190
17.04.2025
What You’ll Do What You’ll Bring
- Lead and manage a team of analysts and project managers, fostering a high-performance, data-driven culture. Identify, scope, and execute high-impact projects aimed at improving Customer Support operations, customer experience, and agent workflows
- Own and lead project management efforts across initiatives, including stakeholder alignment, timelines, resource planning, and execution tracking
- Analyze key KPIs (e.g., AHT, ASA, CSAT, Recontact Rate) to uncover trends, develop insights, and guide strategic decisions
- Partner cross-functionally with Engineering, Product, Operations, and Training to implement solutions that reduce customer contacts and improve service efficiency
- Build and present business cases to senior leadership using data and root-cause analysis to influence direction and priorities
- Champion process improvements and automation opportunities that scale with Tesla’s rapid growth. Represent the voice of the front-line teams and customers by staying close to day-to-day operations and feedback loops
- Continuously evaluate business performance and proactively suggest improvements to meet long-term strategic goals
- 5+ years of experience in program or project management, business operations, or analytics roles, ideally within a high-growth, customer-facing environment
- Strong analytical skills and fluency in interpreting complex datasets to drive decision-making; advanced Excel and data visualization skills required (SQL and/or Python a plus)
- Track record of delivering cross-functional projects end-to-end with clear business impact
- Excellent communication and presentation skills with the ability to influence stakeholders at all levels
- Deep understanding of customer support metrics, KPIs, and operational levers for improvement
- Hands-on approach, comfortable with ambiguity, and able to operate independently in a fast-paced environment
- Bachelor’s Degree in Business, Engineering, Analytics, or a related field, or equivalent experience
משרות נוספות שיכולות לעניין אותך
