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Tesla Regional Network Manager Roadside Assistance Operations United States, Arizona, Glendale 500340728
06.04.2025
What You’ll Do What You’ll Bring
- You represent the front line of Tesla’s unique global roadside program through building direct relationships with the top tier service providers within your region
- Identify and confirm service provider leads that meet our level of service and business model. Partner with procurement to negotiate rates of service and confirm that provider meets the terms of the MSA
- Lead in identifying and implementing Service provider opportunities for operational efficiency. This includes development, management and expansion of a world class service provider network. Responsible for correct procedures and processes, training, improvement of resource management and developing KPI’s for reporting
- Develop rapport with Service Providers by utilizing an engaging, genuine, and proactive approach with regular communication. Assist in preparing a performance improvement plan for providers who are not currently meeting performance expectations. Monitor provider’s progress to meeting our standard. Assist Roadside Operations Manager with creation and management of supplier training materials in collaboration with our training and technical teams
- Ability and willingness to perform as a team member on multiple projects simultaneously and work effectively in a fast-paced, dynamic team environment with high expectations for quality. Assist in supporting Tesla’s Customer Support Team to establish super-efficient call handling procedures; develop and enhance internal tools, processes and guidance materials
- Ensure that region is aligned with market and global goals and objectives. Monitor progress of region’s performance through metric reporting. Evaluate customer feedback and engage in customer interaction to solve root causes and increase the overall customer experience from start to finish
- Proactive and responsive resolution of network and service provider concerns, issues and problems within 48 hours. Flexible availability in order to support 24/7 operations as needed. Assist Roadside Operations Manager in special projects to enhance and optimize the roadside assistance program
- Bachelor’s degree preferred or equivalent work experience
- 3+ years of customer service experience (emergency response and/or automotive preferred)
- Proven ability to build develop and manage a supplier network. Knowledge of business requirements of subcontracting and relationship management. Demonstrated negotiation tactics and ability to influence others at all organizational levels. Experience working with customer service professionals
- Self-starter with the ability to work under minimal guidance and direction. Superior communication skills, written and oral
- Have regional specific language skills (NA, APAC, EMEA)
- Ability to travel up to 20% of the time. Willing to be on call 24/7
- Valid driver’s license
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